Call Center Supervisor

Job Title:                      Call Center Supervisor
Reports to:                   Director, Customer Care
FLSA Status:                Exempt
Department:                 Customer Care 

Summary:

The Call Center Supervisor is responsible for the leadership, training and development of the agents under their supervision as well as assist other team members within the organization.

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

• Supervise the Customer Care floor including agent activities, agent transactions, personnel related issues, incoming call volume and daily operations.
• Provide coaching and development on a daily basis.
• Handle escalated customer calls and taking appropriate steps needed to resolve customer complaints and issues in a timely manner.
• Ensure individual and team quality scores meet program goals by consistently participating in the call monitoring and reporting process.
• Understand the specific goals and identify gaps in performance, productivity, quality and cost at the agent and team level.
• Identify opportunities to implement innovative approaches to maximize efficiency to maintain high morale.
• Identify and resolve operational, performance and training issues or concerns.
• Ensure team members receive and are up to date with all necessary training.
• Ensure team members receive appropriate rewards and recognition.
• Ensure team members are informed of changes in policies, procedures, and of changes in services and features that are offered to our customers.
• Ensure team members adhere to company policy and procedures.
• Ensure team members follow assigned schedule, includes but not limited to break and lunch schedules.
• Assists manager with projects and initiatives as appropriate.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education/Experience:

• High School diploma or equivalent. 
• Minimum of 4 years customer service experience, preferably in a cable, telephone and/or internet environment.
• Minimum of 2 years supervisory or leadership experience, preferably in a call center environment.

• Must possess the ability to work independently (self motivated), and adapt work schedule to the needs of the department.
• Must be able to manage information in a confidential manner.

• Must possess communication skills (both verbal and written), with proven effectiveness in both areas.  
• Must be able to effectively communicate with all departments and at all levels of the organization.

Computer Skills:

• Must possess strong computer skills, with proficiency in Microsoft Office (Word and Excel).
• Qualified candidate will be a subject matter expert in the ICOMS’s application, possessing in-depth knowledge in all areas of the program and having mastered all aspects of its usage.
• Additionally, the qualified candidate will possess an equal knowledge and understanding of the following processes: Customer Service Processes, QA background and process, Advanced Troubleshooting Techniques.
• Must be able to manipulate data as required for reports, presentations, etc. 

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Must be able to perform computer functions and operate routine office equipment.
• Must be able to travel for business purposes on an occasional basis.

• Regularly required to talk and hear.
• Frequently required to sit for extended periods of time, stand, bend at the knees and waist, and walk in moderation throughout the call center.
• Required to use hands to type, handle objects and paperwork.
• Required to reach and hold on to items at chest level or reach above the shoulder.
• Required to use close vision and be able to focus. 

Vexus Fiber is an equal opportunity employer.