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
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