Job description
ContactUs is Growing and we are looking for Customer Service Phone Support Supervisors to join our team!
The Client Operations Supervisor will be accountable for the ongoing training, coaching and development of employees.
Essential Duties
:
Coaches and develops representatives ensuring they meet or exceed performance standards.
Assists representatives with process, procedure, and technical questions.
Handles escalated calls by customers as needed.
Monitors customer contacts to ensure demeanor, technical accuracy, and conformity to company policies is followed by representatives.
Documents all interactions with direct reports including coaching sessions, areas of opportunity, action plans, and disciplinary actions.
Monitors productivity of representatives updating and communicating findings to employees and management.
Monitors individual, team, and call center results to identify and act on both positive and negative performance trends to insure attainment of goals and performance targets.
Communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes, or actions.
Actively participates in day-to-day operations of the organization and/or special assignments.
Takes calls as needed and when asked without hesitation
Maintains harmony among workers and resolves grievances.
Assists representatives with process, procedure, and technical questions.
Handles escalated calls by customers as needed.
Monitors customer contacts to ensure demeanor, technical accuracy, and conformity to company policies is followed by representatives.
Documents all interactions with direct reports including coaching sessions, areas of opportunity, action plans, and disciplinary actions.
Monitors productivity of representatives updating and communicating findings to employees and management.
Monitors individual, team, and call center results to identify and act on both positive and negative performance trends to insure attainment of goals and performance targets.
Communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes, or actions.
Actively participates in day-to-day operations of the organization and/or special assignments.
Takes calls as needed and when asked without hesitation
Maintains harmony among workers and resolves grievances.
Qualifications:
Commitment to succeed.
Work Experience: 1-2 years management experience, preferred. 2 years contact center experience, required.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification.
Written Communication – Writes professional, clear, and concise correspondence with all levels of management using correct terminology
Teamwork - Contributes to building a positive team spirit.
Managing People, decision-making, facilitating and process improvement, makes self-available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback; Fosters quality focus in others; Improves processes, products and services.; Continually works to improve supervisory skills.
Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent.
Manages a team of employees making some assignments accompanied by clear, detailed, specific instructions.
Must identify and act on performance and behavioral issues, escalating to a manager or Human Resources for specific infractions.
Analyzes production reports to identify areas of opportunity and creates action plans to correct opportunities.
Commitment to succeed.
Work Experience: 1-2 years management experience, preferred. 2 years contact center experience, required.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification.
Written Communication – Writes professional, clear, and concise correspondence with all levels of management using correct terminology
Teamwork - Contributes to building a positive team spirit.
Managing People, decision-making, facilitating and process improvement, makes self-available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback; Fosters quality focus in others; Improves processes, products and services.; Continually works to improve supervisory skills.
Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent.
Manages a team of employees making some assignments accompanied by clear, detailed, specific instructions.
Must identify and act on performance and behavioral issues, escalating to a manager or Human Resources for specific infractions.
Analyzes production reports to identify areas of opportunity and creates action plans to correct opportunities.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
EEO Statement: ContactUs is an equal opportunity employer. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.
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