JOB SUMMARY

This position is responsible for the coaching and development of a team of call center representatives in a fast-paced, dynamic call center environment. This supervisor is responsible for leading and providing feedback to aid representatives in accomplishing their key measures of success, including all activities that contribute to ensuring customers receive effortless and world class service .

MAJOR DUTIES AND RESPONSIBILITIES

Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork.

Actively and consistently support all efforts to simplify and enhance the customer and employee experience.

Effectively lead a team of representatives utilizing supervisory skills including, but not limited to, time management, planning, communication and coaching skills.

Monitor individual and team performance to ensure performance and quality standards are met or exceeded.

Assist team with escalated customer issues.

Ensure departmental standards regarding customer experience are met by regularly monitoring calls and performance metrics to provide feedback or coaching.

Establish and maintain interdepartmental relationships to ensure alignment on all business initiatives.

Develop staff to be more effective in their roles by providing on-going coaching and on-the-job training.

Handle department personnel issues including performance reviews, counseling and progressive disciplinary actions as needed.