Job Role: Unified Call Team Supervisor

Job Location: Concord, NH - 03301

Job Type: Full Time Permanent

Shift: 8 hours a day 40hours a week

Job Description

Must-Haves

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

JOB DESCRIPTION

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.

JOB DESCRIPTION:

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

• 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.
• 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