Contact Center Supervisor
OneVision Resources
full-time
Posted on:
Location Type: Remote
Location: Remote • Massachusetts • 🇺🇸 United States
Visit company websiteSalary
💰 $69,200 - $83,000 per year
Job Level
JuniorMid-Level
About the role
- Work with the Partner Support Manager to coach, develop, and supervise a high-performing team focused on ensuring that our clients receive the highest quality support
- Providing coaching, support, and direction to team members by being a consistent virtual presence and providing an appropriate sense of urgency
- Communicating important information to agents in a timely manner
- Conducting regularly scheduled performance/productivity assessments and feedback sessions
- Ensuring agents are adhering to their schedules and, therefore, maximizing the team’s ability to handle contacts
- Managing agent schedule changes (e.g., schedule adjustments, time off requests, etc.)
- Ensuring agent compliance with company and departmental policies and values
- Identifying developmental and remedial training requirements for agents and contributing to the creation of training materials and knowledge database content
- Conducting agent training sessions for new hires and existing agents
- Handling client escalations and partner communications
- Assisting the Partner Support Manager with the agent hiring process
- Assisting with identifying, defining, and implementing policy changes, process changes, and system requirements
Requirements
- Leadership capability, with either 2+ years contact center management, or 1+ years exemplary performance as a Concierge or Tech Spec and a demonstrated aptitude for leadership
- Technical Support Supervisor experience is highly preferred, but don’t let that stop you from applying if you have supervisory experience in other contact center environments
- A Bachelor’s degree or at least 5 years of direct relevant experience
- The ability to work some evenings and weekends
- Strong team building skills with a disciplined and organized approach to team management
- Superb customer service skills - when someone calls for support, it’s because they need help. They’re frustrated. Sometimes, they’re even pissed. You will need to ensure your team is prepared to deliver customer service that is so good it’s worth paying for. Every time
- We value EQ, not just IQ
- Excellent verbal communication skills
- Excellent writing skills
- An impeccable attention to detail and great organizational skills
- A self-starter mentality, and capable of working independently when needed
- An eagerness and aptitude for learning all sorts of things, including new technology.
Benefits
- Competitive salary
- 100% company-paid medical insurance
- Eligibility for dental, vision, short-term disability, and life insurance
- Flexible time off policy
- 401K plan
- The tools that you’ll need (laptop, external monitor, headset)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
contact center managementtechnical support supervisionperformance assessmentstraining developmentpolicy implementationschedule managementcompliance adherencecustomer service excellenceagent trainingteam management
Soft skills
leadershipteam buildingcommunicationorganizational skillsattention to detailself-starter mentalityemotional intelligenceindependent workcoachingproblem-solving
Certifications
Bachelor's degree