25 Unified Call Team Supervisor Jobs in Concord, NH
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Unified Call Team Supervisor
$82k-108k (estimate)
Full Time
3 Days Ago
Ignite Recruitment is Hiring an Unified Call Team Supervisor Near Concord, NH
JOB DESCRIPTION:Role And Responsibilities
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- 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
- 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
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Job Summary
JOB TYPE
Full Time
SALARY
$82k-108k (estimate)
POST DATE
07/04/2024
EXPIRATION DATE
08/01/2024
WEBSITE
igniterec.com
HEADQUARTERS
Marina Del Rey, CA
SIZE
<25
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