Call Center Supervisor |
| Aug. 07, 2008 - Oct. 07, 2008 |
| Location: | Taylor, MI |
| Exempt/Non-Exempt: | Exempt |
| Type: | Full Time |
| Department: | Operations |
| Description: | Have you ever wondered what you can do to help, well here is your chance to do just that. Did you know that blood is needed every 3 seconds, working for Donor Dialogue you would be an essential part in the blood recruitment process and be able to help those in need.
This Call Center Supervisor position requires a minimum of two years in a high volume call center working with sales and renewals. This is to ensure maximum employee performance, effective coaching and motivational skills. This position will also require timely employee reviews, the means to take ownership and responsibility for assigned programs and the ability to work closely with the Call Center Manager to provide required reports, data, etc. Candidate will be responsible for effectively supervising an assigned team of Customer Service Representatives to achieve maximum results and ensure all expectations are met and/or exceeded as well as evaluate and execute appropriate action to improve or recognize employee performance.
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| Duties: | •Monitors outbound call agents.
•Directs and monitors adequate staffing levels to meet quality and budget standards
•Monitors client expectations and insures effective communications to center employees
•Places primary importance on delivering superior customer service.
•Leading team to achieve extraordinary goals.
•Inspire and motivate team members to work together and achieve beyond expectations.
•Supervise work of team of individuals with differing levels of skill and enabling them to achieve performance and quality standards.
•Identify operating opportunities for continuous improvement and efficiencies
•Proactively document and communicate issues to IT Staff
•Regularly review departmental processes and work flows with view of improving efficiency
•Communicates department and organizational objective and goals
•Serve as primary contact for problem resolution and information gathering regarding questions, complaints and work assignments.
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| Qualifications: | Education/Knowledge:
High School Diploma or GED, Some college coursework preferred
Thorough understanding of Call Center operations, principles and metrics
High level of computer literacy
Experience / Skill:
Minimum 2 years of Call Center experience with an additional 2 years in supervisory capacity
Demonstrated experience analyzing and resolving customer service and client issues
Requires minimum 1 year experience managing sales campaigns.
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