What are the responsibilities and job description for the Call Center Supervisor position at unifyCX?
UnifyCX is growing and we are looking for an extraordinary Call Center Supervisor to join our motivated and ambitious team.
What Will You Do?
As a Call Center Supervisor, you will motivate Customer Service and Support Representatives within your team, driving them to achieve their best, and strive to deliver customer experiences of the highest standard.
Ideal candidates for this position will be outgoing, intelligent, dependable, and ready to take their careers to the next level with a growing company.
This position will be located in San Antonio.
In this role you will:
- Lead and inspire a team of Customer Representatives to deliver excellent levels of individual/team performance and customer satisfaction
- Monitor daily workflow and ensure that correct procedures are followed
- Keeping up to date with business development and new product lines
- Support the Program Manager to highlight operational risks and areas of improvement
- Manage the fair and consistent application of performance management and disciplinary measures as necessary
- Identify system and workflow improvements to enhance the team’s efficiency
- Support agent escalations and manage according to established workflow
- Escalate any appropriate problems to senior management
- Works with team leadership to develop, implement and monitor CES development plans with an overall focus on customer service skills
- Performs other duties as assigned
Who You Are:
To be considered, candidates are expected to have the following:
- Prior management experience with BPO call center preferred
- Strong attention to detail
- Excellent leadership and communication skills
- Strong customer service skills including call center client processes and procedures
- Strong coaching and people-development skills through call-listening, quality feedback, etc.
- Ability to deal with demanding customers and escalations
- Energetic with the ability to motivate the team
- Creative thinking
- PC literate, including Microsoft Office products
- Strong organizational skills
- Excellent interpersonal skills
- Excellent negotiation skills
- Ability to work in a team environment
- Ability to meet or exceed performance goals
Who We Are:
UnifyCX is a Louisville KY USA-based company that provides personalized contact centers, business processing, and technology outsourcing solutions. In nearly two decades of operations, we have grown from a few employees in a single location to a global company with thousands of staff members who support an international clientele.
“Putting People First” is not just a motto; it’s who we are and what we do. We value our employees, customers, and communities. We don’t hire for jobs; we help employees map out careers with us and have an enviable retention rate. Many clients have been with us for decades because we go beyond doing what is expected. A lot of companies talk of having a family atmosphere; we put those words into action.
Education: High School Diploma or equivalent education experience is required.
Location: This position is located in office at our center located at 11103 West Avenue, San Antonio, TX 78213.
Hours: Current hours are Sunday–Thursday between 10 AM and 12 PM CST, with Friday/Saturday off days. Just in case there are changes with the given schedule, you must be flexible to meet business needs.
Benefits: UnifyCX offers a comprehensive benefits package that includes health, life, vision, and dental insurance, as well as a 4% max matching 401K, and other financial opportunity options.
UnifyCX is a certified woman-owned business and an EOE employer that welcomes diversity.
