Call Center Supervisor

Job description

The Supervisor, Call Center Operations is responsible for organizing and directing the daily activities of a tech support call center operation. They will build, manage, and coach teams of Representatives who are able to provide exceptional customer service, deliver consistent sales results, and execute tasks effectively. The Supervisor will be accountable for resolving system outages, ensuring Representatives are meeting quality standards outlined in client contracts, calculating, and coaching to call center performance metrics, monitoring sales performance, and analyzing reports to ensure efficiency and effectiveness. They will coach Representatives to effectively engage with customers to solve tech issues, consistently offer our Connected Home product, understand their technology, and upsell other protection/tech support solutions based on their needs. The Supervisor, Call Center Operations is responsible for organizing and directing the daily activities of a tech support call center operation. They will build, manage, and coach teams of Representatives who are able to provide exceptional customer service, deliver consistent sales results, and execute tasks effectively. The Supervisor will be accountable for resolving system outages, ensuring Representatives are meeting quality standards outlined in client contracts, calculating, and coaching to call center performance metrics, monitoring sales performance, and analyzing reports to ensure efficiency and effectiveness. They will coach Representatives to effectively engage with customers to solve tech issues, consistently offer our Connected Home product, understand their technology, and upsell other protection/tech support solutions based on their needs. Requirements: Must have the ability to handle multiple priorities, work in a fast environment, and manage time effectively Must have excellent interpersonal skills and build effective relationships with direct reports and internal and external professionals Must be able to lead Representatives to success in call performance metrics and sales goals Must have strong written and verbal communication skills Be able to collect appropriate data and make decisions quickly Bring energy needed to motivate Representatives to support and facilitate sales Bachelors or Associates degree from an accredited institution or related experience Must have at least 2-years experience in a leadership position in a call center experience Must have experience managing a telco/technical support and sales program, preferably for at least 2 years. Must demonstrate a track record of building teams who consistently exceed client expectations Brick/Mortar locations – Regularly requires working indoors in environmentally controlled condition. Regularly requires working with other in close proximity and sharing workspaces. Requires the understanding that the noise level in the Call Center is that of an office environment and will rise significantly during peak hours. Schedules: Flexible to work all shifts as required (evenings, weekends, and holidays)