Team Supervisor -Tempe, AZ

Job Summary

The Team Supervisor will lead a team of approximately 15 customer service employees in day-to-day Customer Service operations to achieve and exceed performance expectations. This position is responsible for ensuring all communications (telephones, emails, etc.) directed to the Customer Service Center are handled appropriately. The Team Supervisor provides leadership, direction, accountability, and coaching to ensure adherence to company policies and procedures. The Team Supervisor reports to the Call Center Manager.

Essential Functions (Other Job Duties May Be Assigned)

• Coach, motivate, and inspire team members to achieve and exceed performance goals.
• Monitor service calls to observe customer service representatives’ demeanor, technical accuracy, and conformity to company policies; provide feedback and development as needed.
• Partner with peers and other members of leadership to support agents and maximize customer satisfaction.
• Monitor and analyze team performance to strategically assist in the development of their team’s skills.
• Field questions from customer service representatives and recommend changes to address how to alleviate customer complaints.
• Minimize customer escalations through effective coaching and support as well as handle issues that have escalated above your team.
• Conduct salary reviews, performance reviews, and career development sessions with direct reports.
• Possess and maintain a thorough knowledge of telecommunications industry information.
• Proactively and positively communicate corporate messages and changes; provide constructive feedback to leadership as needed.
• Effectively use recognition, coaching, training, and other tools to lead the team and inspire industry-leading performance, accountability, attendance, and employee retention.
• Partner with Human Resources to conduct any necessary investigations, deliver disciplinary actions, including separations, and document all interactions and communications.
• Partner with Talent Acquisition to interview new candidates for various customer service roles.
• Demonstrate strong interpersonal communication, time management, and multi-tasking skills.
• Also responsible for other duties/projects assigned by leadership as needed.
  
  
  

Required Experience

• Minimum of one (1) year of supervisory/leadership experience in a call center, customer service, or collections environment.
• Must be able to work weekends and change schedule to meet staffing demands on short notice.
• Must possess excellent written and verbal communication skills.
• Strong MS Office application skills as well as an aptitude to learn new applications quickly.
• Ability to coach and train new staff in all areas as needed and provide a source of knowledge for staff inquiries.
• Ability to work effectively both independently and in a team environment.
• Ability to exercise independent judgment and discretion in performing duties.
• Must be a self-starter and utilize a proactive approach to achieve results.
• Communication – while the ability to communicate professionally and politely is required, we have customers who need effective communication in both Spanish and English. The ability to communicate, verbal and written, in both Spanish and English is preferred. (Ability to successfully pass a fluency test is required to be considered for the Bilingual opportunity).
  
  
  

About Consumer Cellular

Consumer Cellular is the top-rated wireless provider that provides cellphones and no-contract service plans primarily to those 50 . Founded over 25 years ago on the belief that everyone should have affordable access to the safety and convenience of cellular service, they have become well known for their 100% U.S. based, award-winning customer support. Consumer Cellular has been honored by J.D. Power as #1 in Customer Service among Value MVNOs, 18 Times in a Row, making it the Most Awarded Brand for wireless customer service. In 2024, the company was also ranked #1 in network coverage and customer satisfaction among wireless carriers from ACSI. Additionally, the company has been ranked on the Inc. 5000 list 12 timesConsumerCellular.com, by phone at (888) 345-5509, or in person at any of our CCI retail locations. For J.D. Power 2022 Wireless Customer Care Mobile Virtual Network Operator Study award information, visit jdpower.com/awards. Based on 2024 ACSI® Survey of customers rating their own Wireless Service Provider. ACSI and its logo are registered trademarks of the American Customer Satisfaction Index LLC. Learn more at theacsi.org. For cellphone tutorials, features, applications, and company news, connect with Consumer Cellular on Facebook, Instagram, and Youtube.

Pay & Benefits Data (in accordance with the Equal Pay and Opportunities Act)

• Minimum Salary: $54,600
• Maximum Salary: $76,650
  
  
  

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. Our Talent Acquisition team are able to answer any additional questions you may have as you move through the selection process. As part of our Total Rewards package, Consumer Cellular, Inc. offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, and emotional wellbeing.

• Competitive base pay with potential for shift differential, overtime and bonus pay
• Medical insurance (98% company-paid for full-time employee only coverage)
• Dental and Vision insurance (100% company-paid for full-time employee only coverage)
• 401(k) company match of 100% up to 6% of your pay
• Discounted Consumer Cellular wireless phone plan for employees
• Paid Time Off (PTO) available following a 30-day waiting period*
• 6 company-paid holidays plus 16 hours of floating holiday accrual per year
• Flexible Spending Accounts (FSA) for health care and dependent care expenses
• Life and AD&D insurance equal to 1x your annual earnings (100% company-paid)
• Long-Term Disability insurance (100% company-paid)
• Employee Assistance Program (100% company-paid)
• Education reimbursement
• Employee rewards program
• Accrue up to 40 hours in 1st year for hourly positions and up to 120 hours for salaried positions.
  
  
  

Pre-employment Background Check And Drug Screen Is Required.

Primary Location

United States-Arizona-Tempe

Job

Business Support Services

Schedule

Full-time

Travel

No

Job Posting

Apr 7, 2025

Unposting Date

Apr 13, 2025