Supervisor
Empereon Constar - Phoenix, AZ
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This position reports to the Director of Operations/Operations Manager and is responsible for supervising and coordinating the activities of a team of call center agents.This Position Requires:Manage by providing guidance, direction, and support to agents, including setting performance standards and monitoring performance; be available when an agent appears to need assistanceMotivate/encourage agents through positive communication and feedback; Maintain harmony among agents and resolve grievances; encourage and build mutual trust, respect, and cooperation among team membersIdentify the developmental needs of agents; coach, mentor, or otherwise help agents to improve their knowledge or skills; provide effective opportunities for agent feedbackEstablish a learning and development plan for each agent, as applicable; an action plan for unsatisfactory performance or a talent management plan for employees who have excelled and surpassed their performance expectationsPlan/prepare work schedules; make necessary changes in staffing based on day of week, sales promotions, and other (un)anticipated eventsDevelop daily contests that increase agent motivation and moraleMonitor sales staff performance to ensure that goals are metMonitor sales calls to observe employee demeanor, technical accuracy and conformity to company policies and FCC regulationsTrack attendance, daily statistics, paid time off, sick time, etc.Answer questions and recommend corrective action to address customer complaintsCommunicate and follow up to ensure agents are fully aware of all information related to products, procedures, customer needs, and company related issues or changesReinforce work procedures and expedite workflow; study and standardize procedures to improve efficiency and provide recommendations to management.Organize information and prepare reports for management, clients and others, relay information to and from management and direct reportsMaintain records for reference and tracking purposesThe Must Haves:At least one year of supervisory experience (call center experience a plus)Proficient with technology; email, Internet browsers, search engines, and Microsoft OfficeOpen availability: ability to work evenings and weekendsWhat We Offer: Fun and friendly cultureMedical, dental, vision, and 401kAdvancement opportunitiesExcellent Referral Program -- Earn $400 for every referral after 340 hours (60 days)!
Created: 2024-10-14