About the Role
Title: Experienced Contact Center Supervisor
Location: Las Cruces NM United States
Job Description:
POSITION OVERVIEW
Looking to work for a fast growing company? Start your career here at MCI.
If you are a highly motivated individual and posses excellent communication skills, we need your help in managing call center customer service agents. While your team operate the phone for a variety of commercial, state, and federal projects, you will assist and support them with your leadership and expertise. As the team coach and leader, you will be directly responsible for the performance and success of your team.
This is a management-level position. Prior experience in management, supervisor, or customer service leadership is required.
To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.
SALARY
$30000 – $40000 / year
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- POSITION RESPONSIBILITIES
WHAT DOES SOMEONE IN THIS ROLE DO?
Contact Center Supervisors are responsible for the day-to-day activity and development of 15-25 representatives within a complex call center environment. In this role, you will be responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve the internal processes and sales results program-wide. Supervisors conduct regular business meetings with representatives to complete performance reviews and coaching to ensure maximum quality and production of direct reports. You will also work closely with the Operations Manager, ensuring the overall adherence to corporate policies and procedures
Essential Duties
- Lead a team of 15-25 entry-level front-line customer service agents responsible for inbound call handling.
- Responsible for coaching and developing reports on customer service processes and best practices.
- Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously
- Drive a culture of accountability, continuous improvement, and personal excellence
- Directs workforce management activities and sets performance goals and objectives accordingly
- Develop and maintain strategy on ensuring customer satisfaction on all service interaction
- Provide team motivation and development to maximize sales opportunities
- Responsible for the overall performance and productivity of direct reports
- Responsible for weekly payroll review and submission to ensure correct entries
- Responsible for driving the growth of revenue and profit originating from a call center
- Proven ability to meet performance, efficiency, and quality assurance targets
- Monitoring of individual and team results to identify and act on both positive and negative performance
- Communicate key messages effectively to ensure that direct reports are informed of process changes
- Provide regular feedback to representatives regarding performance wins and areas of opportunity
- Work with other departments in the organization, such as quality assurance, training, IT, and recruiting.
- Develop and audit quality assurance strategies to ensure the delivery of world-class service
- Determining work procedures, preparing work schedules, and expediting workflow
- Responsible for hiring, coaching and terminating call center employees
- Be a subject matter expert on your client’s business
- Manage remote employees as needed.
- Other duties and responsibilities as assigned
CANDIDATE QUALIFICATIONS
WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?
The ideal candidate would share and understand the high-growth objectives of the company. This position requires an advanced degree of leadership, creative thinking, and dedication to people. The ability to professionally represent the organization internally and client-facing is a must. The right candidate will exhibit good business judgment and acumen and be comfortable collaborating with other departments and locations throughout the organization.
REQUIRED QUALIFICATIONS
- Minimum of 3-years call center management experience
- Associate’s degree or equivalent combination of education and relevant work experience
- Exceptional interpersonal & communication skills
- Strong supervisory experience including staff development
- Advanced knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
- Demonstrated ability to drive sales through the actions of others
- Superior knowledge of call center tools and technology used to manage KPIs and SLAs
- Possess practical conflict resolution skills (both customer and agent conflict)
- Proven leader with advanced time management, planning, organizational and multitasking skills
- Ability and eagerness to learn new products and system
- Ability to work in a professional, fast-paced environment
- Strong understanding of the contact center environment and the key levers to enhance performance and achieve client and financial targets
- Clear, concise and practical communication skills (both oral and written)
- A solution-oriented and positive mindset that openly embraces change and stretches goals.
- Strong organizational skills with an ability to prioritize objectives with little-to-no assistance, find issues, and create and execute solutions that address those issues.
- An ability to hold team members accountable for job performance including adherence, KPI’s, and process
- The ability to thrive in a fast-paced, ever-changing, and high-pressure environment.
PREFERRED QUALIFICATIONS:
- Military, local, state or federal government experience is a plus.
- Graduation from an accredited two-year or four-year college or university is a plus
- Experience managing both remote and on-site reports is a plus