Vacancy – Team Supervisor

Vacancy - Team Supervisor
Team Supervisor
JOB DESCRIPTION
  • Oversee a team of 15-20 agents handling heavy inbound/outbound phone volume
  • Conduct quality calibration sessions and coach for success
  • Ensure that all agents understand and comply with all client objectives, policies, performance standards and metrics
  • Handle escalated calls
  • Monitor and evaluate agent performance, including formal and informal reviews
  • Provide input on hiring and training
  • Serve as a direct interface with our client and establish and maintain a positive, nurturing relationship with said client
  • Work with leadership team to support agents and maximize client, customer and employee satisfaction
  • Cheerlead and provide recognition and feedback to “rally the troops” towards success and exceeding goals.
REQUIREMENTS
  • Secondary School Diploma or equivalent, but continuing education preferred.
  • CXE – English and Math – Must score 1 or higher
  • 2 years’ experience in contact center management, supervision, training or quality management
  • Understanding of call center terms and metrics
  • Computer proficient and web savvy
  • Exceptional verbal and written communication skills, and the ability to communicate effectively across all levels
  • Strong understanding of company products, policies, and services.
  • Ability to coach, train, and motivate employees and evaluate their performance.
  • Excellent problem solving, critical thinking, leadership, and customer service skills.
  • Analytical, efficient, and thorough.
  • Expert-level multitasking
  • Ability to remain calm and cool under pressure
Salary: $15.00-$18.00 + bonus commensurate with experience
Job Type: Full-time
Required experience:
  • Call Center Supervisor: 2 years minimum
  • Call Center Management: 2 years minimum
Resumes should be sent to Eusezhann.Charles@1888goanswer.com.