Job Description
This position requires advanced communication skills and the ability to listen and communicate effectively with management and staff, along with the clients and customers. Supervisor must have excellent judgment and leadership skills, able to make decisions based on data and information. Supervisors must be able to have difficult conversations, along with holding their peers accountable to difficult conversations to maintain a healthy and productive call center environment.
Plans, assigns, and directs the work of the contact center staff, along with the associated team leads. Flexible to work any shift. Performs coaching sessions with each employee on their team weekly and provides feedback daily with ideas on how to exceed the customer expectations, and continue to improve performance. Monitors and assesses calls daily to ensure that CSRs are using appropriate tools and providing accurate information conforming to company & client procedures.
Appraises employee performance weekly, monthly, and annually, with formal reviews at least by quarter. Communicates client specific procedure changes to team members as necessary, verifying that each employee has received and understands the changes. Responsible for rewarding and correcting employees, including but not limited to promotions and terminations. Addressing complaints and resolving concerns for employees, customers, and clients. Build morale and group commitments to goals and objectives. Collects information on productivity (individually and collectively) to monitor progress toward goals and objectives.