Job details
Salary $45,000 - $55,000 a year job type full-time number of hires for this role 1
Qualifications
High school or equivalent (required)
Team leadership: 2 years (required)
Full job description
Essential duties and responsibilities:
Manage a team of approximately 15-25 agents and ensure that all key metrics of performance per clients are met or exceeded
Act as the first level of escalation and resolve all people issues within the team through regular feedback, one on ones, and team meetings
Manage team performance; responsible for the overall development of the team and institute and enhance team performance and creative motivation, foster career advancement of the team members within the project or with lateral movement
Manage retention and attrition
Ensures company policies and procedures are adhered to
Work closely with qa/mentors to discuss errors/quality issues
Implement all programs, systems and procedures required by management
Work very closely with associates to resolve issues/problems through coaching
Conduct regular meetings/daily huddles to assigned team to discuss project and administrative concerns
Train and onboard new employees
Key competencies:
Ability to communicate effectively with team members
Schedule flexibility
Demonstration of leadership qualities
Must be a team player
Skills and qualifications:
Customer service, customer focus, phone skills, listening, verbal communication, data entry skills, product knowledge, job knowledge, objectivity, dependability, multi-tasking
Alignment with core values:
Exceeding expectations
Admiring our people
Being passionate about making a difference
Position requirements
Requirements
Metrics requirements
Attendance- no more than a 3 occurrence points
Csat 97% or above
Qc – 97% or above
Acw- .30 seconds or below
Management experience preferred
Proven experience as call center supervisor or similar supervisory position
Experience in customer service is essential
Working knowledge of ms office
Tech-savvy with knowledge of telephone equipment and relevant computer programs
Knowledge of performance evaluation procedures
Outstanding communication and negotiation abilities
A results-oriented approach
Excellent organizational and leadership skills
Ability to work under pressure
High school diploma
Job type: full-time
Pay: $45,000.00 - $55,000.00 per year
Benefits:
401(k) matching
Dental insurance
Health insurance
Paid time off
Paid training
Vision insurance
Schedule:
8 hour shift
Education:
High school or equivalent (required)
Experience:
Team leadership: 2 years (required)
Work location:
Fully remote
Work remotely:
Yes
