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Company:
MCI Careers
Category:
Customer Services
Posted: July 19, 2024
POSITION OVERVIEW:
• :
POSITION RESPONSIBILITIES:
CANDIDATE QUALIFICATIONS:
EXPERIENCED CUSTOMER SERVICE SUPERVISOR SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTS
Our employee development team is looking for experienced call center customer service supervisors to support commercial and public sector clients. Supervisors in this role coach and develop a team of inbound customer service agents and are directly responsible for the performance of their team.
Candidates for this role should be experienced, highly organized, enjoy working with people, and possess a strong work ethic. A background in call center operations management is required, and customer service, technical support, or back-office experience is preferred.
This is a full-time, local, on-site position and requires employees to report to work at one of our physical contact center locations.
To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.
• :
_
POSITION RESPONSIBILITIES:
WHAT DOES SOMEONE IN THIS ROLE DO?
Supervisors are responsible for the day-to-day activity and development of 15-25 representatives within a complex call center environment. The Customer Service Supervisor I position is responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve the internal processes and sales results program-wide. Customer Service Supervisor II conduct regular business meetings with representatives to complete performance reviews and coaching to ensure maximum quality and production of direct reports. Customer Service Sales Supervisor I work closely with the Operations Manager, ensuring the overall adherence to corporate policies and procedures
Essential Duties
- Lead a team of 15-25 entry-level front-line customer service agents responsible for inbound call handling.
- Responsible for coaching and developing reports on customer service processes and best practices.
- Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously
- Drive a culture of accountability, continuous improvement, and personal excellence
- Directs workforce management activities and sets performance goals and objectives accordingly
- Develop and maintain strategy on ensuring customer satisfaction on all service interaction
- Provide team motivation and development to maximize sales opportunities
- Responsible for the overall performance and productivity of direct reports
- Responsible for weekly payroll review and submission to ensure correct entries
- Responsible for driving the growth of revenue and profit originating from a call center
- Proven ability to meet performance, efficiency, and quality assurance targets
- Monitoring of individual and team results to identify and act on both positive and negative performance
- Communicate key messages effectively to ensure that direct reports are informed of process changes
- Provide regular feedback to representatives regarding performance wins and areas of opportunity
- Work with other departments in the organization, such as quality assurance, training, IT, and recruiting.
- Develop and audit quality assurance strategies to ensure the delivery of world-class service
- Determining work procedures, preparing work schedules, and expediting workflow
- Responsible for hiring, coaching and terminating call center employees
- Be a subject matter expert on your client's business
- Manage remote employees as needed.
- Other duties and responsibilities as assigned
CANDIDATE QUALIFICATIONS:
WONDER IF YOU ARE A GOOD FIT?
It's about building relationships and turning the knowledge you gain in training into customer wins. Representatives make a difference to customers and the company, providing over-the-phone customer service, sales, and technical support. We provide all new employees with world-class training, .
Read the full job description and apply online on the recuiter's web-site
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