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Unified Call Team Supervisor

Location: US - New Hampshire - Concord

Category: Management

Posted: June 28, 2024

Unified Call Team Supervisor - Concord, NH 03301

Travel: Up to 40% of the time

Candidate will need to live in the NNE region- NH or ME and be close to one of our local offices.

Must-Haves

Bachelor's and/or 5 years' experience in call center management required

Your work schedule is often Monday to Friday and will include rotations for Saturday as well as on call coverage on a regular basis, hours vary based off of workload.

We are looking for a skilled UCT Supervisor to manage daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive. As the supervisor you must be an organized, reliable and results-driven professional; have a practical mind to solve problems on the spot partnered with an ability to see the "big picture' and make improvements. The goal is to do everything possible to attain goals and achieve great results for our company.

Role and Responsibilities

Work with manager to implement objectives, analyze call center metrics, ensure that the company and staff meet goals and provide reliable, efficient support for customers

Develop, coach, support and evaluate the team:

Provide feedback and coaching timely

Evaluate and coach back customer service skills to assure consistent quality

Foster/mentor a consistent positive, cooperative, courteous, and professional attitude

Manage attendance

Administer disciplinary action as necessary

Recognize and reward excellent team performance

Answering representative's questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives

Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees

Assisting other management team members in identifying trends and establishing call center goals

Ensuring staff members are achieving desired service levels and taking corrective action, as needed
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction

Taking on other tasks or projects to support employees, other managers, and call center operations.

Develop standards, processes, procedures and documentation to support quality and service goals involving triage and assignment of incoming calls to closing a call with a satisfied customer

40 plus hours and more in the heating season, potential weekend coverage during that time as well

Availability between 8am-5pm, but could be different depending on the needs of the business

Some travel will be required

Qualifications, Criteria, Certifications, Endorsements and Educational Requirements

Ability to multitask and remain calm under pressure, especially during peak hours or intense situations

Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills

Knowledge of management principles and familiarity with company products, services, and policies

Strong coaching and leadership skills, ability to motivate employees

Decisiveness and attention to detail

Proficiency with necessary technology, including computers, software applications, phone systems, etc.

Polite, professional phone voice

Read the full job description and apply online on the recuiter's web-site

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