Unified Call Team Supervisor - Concord, NH

Employment Type: Full-time
Relocation Assistance Available: No

SIGNING BONUS: No

Job ID: guj9ecqmx4v6

Our Award Winning Client, a national leader in the propane distribution industry, is seeking a Unified Call Team Supervisor for their Concord, NH location. This newly opened, mid-level position reports to the Unified Call Team Manager and requires up to 40% travel. The successful candidate will reside in the NNE region (NH or ME) and be close to one of the local offices.

Role and Responsibilities:

• Team Development and Management:
• Provide timely feedback and coaching to staff.
• Ensure consistent quality through evaluation of customer service skills.
• Foster a positive, cooperative, courteous, and professional attitude.
• Manage attendance and administer disciplinary actions as necessary.
• Recognize and reward excellent team performance.
• Operational Efficiency:
• Collaborate with the manager to implement objectives and analyze call center metrics.
• Ensure the company and staff meet goals, providing reliable, efficient support for customers.
• Handle escalated customer issues and provide guidance to representatives.
• Lead team meetings, educate staff on processes, and explain expectations.
• Strategic Development:
• Assist in identifying trends and establishing call center goals.
• Prepare reports and analyze data to improve processes and maximize efficiency and customer satisfaction.
• Develop standards, processes, procedures, and documentation to support quality and service goals.
• Technical Proficiency:
• Ensure proficiency with necessary technology, including computers, software applications, and phone systems.
• Support employees and other managers with various tasks or projects.

Qualifications:

• Bachelor's degree and/or 5 years' experience in call center management.
• 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, with the ability to motivate employees.
• Decisiveness and attention to detail.
• Polite, professional phone voice.

Company Overview: Our Award Winning Client is recognized for excellence in the propane distribution sector across the United States. They pride themselves on delivering exceptional customer service and fostering a collaborative work environment driven by analytics and best practices. The company supports work/life balance through industry-leading PTO programs and flexible work schedules.

Benefits:

• Medical, dental, vision insurance (single plan is free).
• Retirement planning and profit sharing.
• Employer-paid short/long term disability.
• Employer-funded HSA account.
• Employer-sponsored Employee Assistance Program.
• Tuition reimbursement and access to an in-house learning portal.

Candidate Requirements: Candidates must live in the NNE region (NH or ME) and be close to one of the local offices. Availability includes Monday to Friday, with rotations for Saturday and on-call coverage based on workload. The role demands a practical mind to solve problems on the spot, an ability to see the "big picture," and make improvements.

Job ID: guj9ecqmx4v6

Note: Resumes will be maintained in strict confidentiality until such time as we engage in a detailed discussion regarding a specific opportunity, and both parties mutually agree to proceed. We consistently receive new opportunities every day. Should your professional background closely align with the specific requirements of our client, we will promptly reach out to you to initiate further exploration of potential opportunities.

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Application Question(s):

• Does the candidate need to live in the NNE region (NH or ME) and be close to one of our local offices?
• Are you familiar with management principles and company products, services, and policies?
• Do you have strong coaching and leadership skills and the ability to motivate employees?
• Are you proficient with necessary technology, including computers, software applications, and phone systems?
• What locations in the USA or states are you interested in?
• guj9ecqmx4v6 What type of compensation is desired for a new position?

Education:

• Bachelor's (Required)

Experience:

• Call center management: 5 years (Required)
• Computers, software, phone systems, etc.: 1 year (Required)
• Unified Call Team Supervisor recently: 5 years (Required)

Ability to Commute:

• Concord, NH (Preferred)

Ability to Relocate:

• Concord, NH: Relocate before starting work (Required)

Work Location: In person