What are the responsibilities and job description for the Contact Center Supervisor position at Eppendorf?
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
