Job details
Job type full-time
Full job description
Wholesale services supervisor / coach
Frontier’s wholesale services supervisor is responsible and accountable for supervising service representatives to ensure that the center’s vision and business objectives are metProvides coaching, leadership, and direction to a team of service representatives who are responsible for processing orders and handling customer requestsSupervisors deliver consistent performance that achieves the highest level of customer satisfaction.
Duties & responsibilities:
Assumes responsibility for creating and maintaining individual representative development plans and routinely conducts performance reviews with each team memberProvides direction to team members on achieving specific objectives, including contributing to a quality customer experience.
Assumes responsibility for executing the quality performance management program by consistently conducting and assessing representative interactions and transactions via recordings and observations utilizing call monitoring systems; delivers timely feedback to team members and monitors team member progress.
Participates in calibration sessions with support teams and peers
Responsible for monitoring representative skill levels, team schedule adherence, attendance, and compliance with center performance measures and metrics.
Ensures that representatives are appropriately trained, are following correct procedures, and maintaining a high degree of quality.
Works with other center leaders in managing daily work assignments and workflow.
Monitors day-to-day quality and production goals; monitors and assists in managing the workload to the team; and reviews and coaches to the importance of availability, quality of performance, service level, and other center objectives and goals.
Provide on-going performance feedback.
Assists representatives with problem resolution and troubleshooting to resolve customer issues· answers technical and procedural questions.
Addresses escalated calls and transactions from representatives by providing resolution.-performs requisite administrative tasks, including but not limited to preparing reports, reviews and other necessary documentation.
Maintains working knowledge of all systemsTo be a successful sales & service supervisor at frontier, you will need the following:
Supervisory experience in a fast paced environmentCall center experience is preferred.
Strong analytical skills to help review key performance indicators a proven track record of achieving results
Outstanding leadership skills to include;
Ability to multi-task
Coaching competencies aligned with our leadership model
Excellent communication skills; written – email and writing etiquette/letters to customers verbal – present to peers, team, and leadership team
High visibility presence in the work center,
The ability to have fun and enjoy your work environment!
Must have qualifications:
Minimum of three (3) years of customer service experience required, preferably within a call center environment
High school degree or ged required, a college degree is preferred
Flexibility in work schedule.
Proven track record of call center leadership
References upon request
Industry knowledge in access services(asog) (preferred not required)
Industry knowledge in local wholesale services (preferred not required)
