5 days old

Contact Center Supervisor Online

Kennesaw, GA 30144
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003EThe Contact Center Supervisor is responsible for ensuring superior service delivery to online customers by directly supervising the daily operational activities of a team of 15 - 20 contact center associates. Leads and coaches assigned team in a manner that assures quality customer interaction, builds and retains customer relationships and is committed to the timely delivery of company products and services. Contributes to the overall success and profitability of the contact center by ensuring that assigned team meets and/or exceeds department goals and objectives.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EMAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E50% Directly organizes and supervises day-to-day operations and activities of a contact center team in order to achieve key performance goals. This includes ensuring customer transactions are addressed in a timely and accurate manner; monitoring associate productivity and service levels for quality; efficient allocation of resources; managing daily phone coverage, schedule adherence and attendance and managing change. \u003Cbr /\u003E 20% Supports the building and developing of an effective and high performance team. Provides hands on daily coaching in order to improve and maintain team performance and is directly responsible for performance management process (evaluations, mentoring, corrective action, hiring) for direct reports. Leads and directs in a manner that inspires employees, galvanizes associate engagement and produces desired business outcomes. \u003Cbr /\u003E 15% Maintains daily and weekly statistics for individual direct reports, analyzes department results, troubleshoots operational problems and completes team reports as required. Works with contact center managers to identify operational improvements, identify opportunities for contact center efficiency and inter-departmental partnerships. Directly implements changes as needed. \u003Cbr /\u003E 15% Identifies and analyzes escalated problems and provides guidance to direct reports for resolution. Serves as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction. Answers front line customer inquiries as needed during peak or critical times.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003ENATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003EPosition reports to the Manager or Sr. Manager, Contact Center \u003Cbr /\u003E Accountable for direct supervision of the work activities of others. In addition to personnel issues -- including selection, termination, performance appraisal and professional development of subordinates.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E\u003Cstrong\u003EEnvironment: \u003C/strong\u003E\u003Cbr /\u003ELocated in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003ETravel: \u003C/strong\u003E\u003Cbr /\u003ETypically requires overnight travel less than 10% of the time.\u003Cbr /\u003E\u003Cstrong\u003EAdditional Environmental Job Requirements: \u003C/strong\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003EMust be eighteen years of age or older.\u003Cbr /\u003EMust be legally permitted to work in the United States.\u003Cbr /\u003E\u003Cstrong\u003EAdditional Minimum Qualifications:\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EEducation Required:\u003C/strong\u003E\u003Cbr /\u003EThe knowledge, skills and abilities typically acquired through the completion of a associate\u0027s degree program or equivalent degree in a field of study related to the job.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EYears of Relevant Work Experience: \u003C/strong\u003E4 years\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EPhysical Requirements:\u003C/strong\u003E\u003Cbr /\u003EMost of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.\u003Cbr /\u003E\u003Cstrong\u003EAdditional Qualifications:\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003EBachelor\u0027s Degree \u003Cbr /\u003E 3 years prior supervisory experience in a customer service or contact center environment. \u003Cbr /\u003E Demonstrated ability to grasp technical and complex concepts and clearly explain these \u003Cbr /\u003E to subordinates and internal and external customers. \u003Cbr /\u003E Proficient in MS Office Suite\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EKnowledge, Skills, Abilities and Competencies:\u003Cbr /\u003E\u003C/strong\u003EExcellent verbal and written communication skills. \u003Cbr /\u003E Strong problem solving, formulation, follow through, reasoning/logic and analytical skills. \u003Cbr /\u003E Proven ability to lead effective and productive teams and proven ability to effectively develop and guide direct reports. \u003Cbr /\u003E Strong interpersonal, team and communication skills with customer focus. \u003Cbr /\u003E Ability to work under pressure and manage competing priorities.\u003C/div\u003E

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Posted: 2019-11-07 Expires: 2019-12-11

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Contact Center Supervisor Online

Home Depot
Kennesaw, GA 30144

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