Posted: Tuesday, September 5, 2017 2:19 AM
Overview Supervises the day to day activities of team members within the call center operations. Evaluates and coordinates the workflow and activities of call center representatives to meet the volume management target. Supports call center representatives on incoming calls with escalating issues. Responsibilities CALL Center as a Supervisor is a MUSTCan manage a remote staffIT background to to manage equipment for remote staffMonitors calls to observe employee demeanor, technical accuracy, and conformity to policies.Provide direction and guidance to ensure consistent achievement of key performance metrics.Receives and resolves escalated calls and complaints.Achieve, measure, report and communicate goal attainment for assigned team.Develops and maintains area specific records, reviews and interprets reports.Ensure accurate and timely communication of issues to Manager.Coach, mentor, and develop agent team for skills expansion and promotional opportunities.Trains new employees and answers existing employees' questions.Responsible for hiring decisions and progressive performance of team membersMaintains positive morale while accomplishing goals of call center operationsPerform other duties as assigned High school diploma or general equivalency diploma (GED).Three (3-5) plus years Call Center Supervisory experience in a customer service environment.Demonstrated interpersonal, coaching, and supervisory skills.Ability to manage associates and customers.Intermediate level of proficiency in Microsoft Office suite.Ability to read and comprehend simple instructions, short correspondence, and memos.Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.Maintain a professional appearance and provide a positive company image.Willingness to work non-traditional shifts which meets the need of team and company.
• Location: Fort Worth
• Post ID: 65326467 fortworth