What are the responsibilities and job description for the Supervisor position at Empereon Marketing?
This position reports to the Director of Operations/Operations Manager and is responsible for supervising and coordinating the activities of a team of call center agents.
This Position Requires:
- Manage by providing guidance, direction, and support to agents, including setting performance standards and monitoring performance; be available when an agent appears to need assistance
- Motivate/encourage agents through positive communication and feedback; Maintain harmony among agents and resolve grievances; encourage and build mutual trust, respect, and cooperation among team members
- Identify the developmental needs of agents; coach, mentor, or otherwise help agents to improve their knowledge or skills; provide effective opportunities for agent feedback
- Establish a learning and development plan for each agent, as applicable; an action plan for unsatisfactory performance or a talent management plan for employees who have excelled and surpassed their performance expectations
- Plan/prepare work schedules; make necessary changes in staffing based on day of week, sales promotions, and other (un)anticipated events
- Develop daily contests that increase agent motivation and morale
- Monitor sales staff performance to ensure that goals are met
- Monitor sales calls to observe employee demeanor, technical accuracy and conformity to company policies and FCC regulations
- Track attendance, daily statistics, paid time off, sick time, etc.
- Answer questions and recommend corrective action to address customer complaints
- Communicate and follow up to ensure agents are fully aware of all information related to products, procedures, customer needs, and company related issues or changes
- Reinforce work procedures and expedite workflow; study and standardize procedures to improve efficiency and provide recommendations to management.
- Organize information and prepare reports for management, clients and others, relay information to and from management and direct reports
- Maintain records for reference and tracking purposes
The Must Haves:
- At least one year of supervisory experience (call center experience a plus)
- Proficient with technology; email, Internet browsers, search engines, and Microsoft Office
- Open availability: ability to work evenings and weekends
What We Offer:
- Fun and friendly culture
- Medical, dental, vision, and 401k
- Advancement opportunities Excellent Referral Program
- - Earn $400 for every referral after 340 hours (60 days)!
