Contact Center Supervisor Responsibilities:

• Assist with hiring, training, and preparing contact center representatives to respond to customer questions and complaints and troubleshoot problems with products.
• Ensuring representatives understand and comply with all contact center objectives, performance standards, and policies.
• Support representatives with questions regarding best practices or with escalated customers.
• Identifying operational issues and suggesting possible process improvements.
• Monitoring and evaluating representative performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Preparing reports and analyzing data to assist management as they determine contact center goals.
• Working with others to support representatives and maximize customer satisfaction.
• Assists with special projects as assigned by management.
• Assists in the development of training materials, SOPs and process improvement procedures. Coordinates training of seasonal staff.
• Communicates solutions, successes, and opportunities to Director of department.
• Responsible for coaching all team members monthly.
• Track attendance and enforce policy measures including disciplinary action if required.
• Back up representative in queues whenever necessary to maintain service level goals.

Qualifications:

• Must have strong communication skills (oral and written) and experience in a customer contact center. Furniture industry knowledge a plus.
• Must be self-motivated, self-managed and be able to multi-task with efficient time management skills.
• Capacity to work overtime as required and flexible schedule.
• College degree preferred. High School diploma and 3-4 years of supervisory experience would substitute for degree.
• Ability to train and coach individuals to achieve desired results.
• Bilingual in Spanish is beneficial.
• Experience with Salesforce and five9 applications a plus.

Knowledge of:

• Principles and practices of modern personnel management. Principles of leadership, supervision, and training. Correct English usage, including spelling, grammar, punctuation, and vocabulary.

Ability to:

• Work independently with minimal supervision.
• Perform in a fast-paced, team-oriented, continuously changing, customer service environment.
• Perform detailed work on multiple concurrent tasks and work with constant interruptions.
• Exercise tactful judgement and patience in assisting staff, retail partners and internal departments.
• Follow oral and written directions; communicate clearly and concisely, both orally and in writing. Prepare clear and concise written reports and correspondence.

Job Type: Full-time

Pay: $55,000.00 - $62,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Paid training
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Overtime
• Weekend availability

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Chino, CA 91710: Reliably commute or planning to relocate before starting work (Required)

Experience:

• leadership: 3 years (Preferred)
• Call center management: 3 years (Required)

Work Location: In person

Please Note :
bankofmontserrat.ms is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, bankofmontserrat.ms provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.