The Contact Center Supervisor is responsible for ensuring superior service delivery to online customers by directly supervising the daily operational activities of a team of 15 – 20 contact center associates. Leads and coaches assigned team in a manner that assures quality customer interaction, builds and retains customer relationships and is committed to the timely delivery of company products and services. Contributes to the overall success and profitability of the contact center by ensuring that assigned team meets and/or exceeds department goals and objectives.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
50% Directly organizes and supervises day-to-day operations and activities of a contact center team in order to achieve key performance goals. This includes ensuring customer transactions are addressed in a timely and accurate manner; monitoring associate productivity and service levels for quality; efficient allocation of resources; managing daily phone coverage, schedule adherence and attendance and managing change.
20% Supports the building and developing of an effective and high performance team. Provides hands on daily coaching in order to improve and maintain team performance and is directly responsible for performance management process (evaluations, mentoring, corrective action, hiring) for direct reports. Leads and directs in a manner that inspires employees, galvanizes associate engagement and produces desired business outcomes.
15% Maintains daily and weekly statistics for individual direct reports, analyzes department results, troubleshoots operational problems and completes team reports as required. Works with contact center managers to identify operational improvements, identify opportunities for contact center efficiency and inter-departmental partnerships. Directly implements changes as needed.
15% Identifies and analyzes escalated problems and provides guidance to direct reports for resolution. Serves as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction. Answers front line customer inquiries as needed during peak or critical times.
NATURE AND SCOPE
Position reports to the Manager or Sr. Manager, Contact Center
Accountable for direct supervision of the work activities of others. In addition to personnel issues — including selection, termination, performance appraisal and professional development of subordinates.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.