What are the responsibilities and job description for the Contact Center Supervisor position at Eppendorf North America, Inc.?
Your challenges
Manage the scheduling of personnel to ensure proper coverage for all functions, including sales support, technical support, and customer care.
Track and analyze team performance metrics to identify areas for improvement, such as call abandonment rates and response times.
Prepare reports on service levels, customer satisfaction, and team productivity for management review.
Ensure adherence to service level agreements (SLAs) for phone queues, emails, and order processing times.
Support the team to act as a liaison between customers, sales representatives, and internal departments to resolve complex issues related to orders, product configurations, and technical problems.
Identify opportunities to improve processes, customer interactions, and team performance through ongoing training and technology upgrades.
Provide regular feedback to the department manager on team performance and potential process enhancements.
Develop and maintain standard operating procedures, ensuring documentation is up-to-date.
Ensure team adherence to SOPs and CRM/ERP hygiene standards, guaranteeing accurate completion of all required fields and compliance with processes in every customer interaction.
Your expertise
Minimum Requirement: High school diploma or equivalent. Bachelor’s degree preferred in business administration, communications, or a related field. Equivalent experience is often accepted.
Strong leadership and coaching skills with the ability to inspire a diverse team.
Excellent problem-solving and decision-making abilities, particularly in high-pressure situations.
Proficient in CRM, ERP, and other customer support software (e.g., SAP, Esker).
Your benefits at Eppendorf
Compensation - $75k - $80k annually
Annual bonus structure
Competitive total rewards package including health, financial, and education benefits
Direct impact on business
Salary : $75,000 - $80,000
