Contact Center Team Supervisor
2 weeks ago
Level
Experienced
Job Location
NJ Long Branch - Long Branch, NJ
Position Type
Full Time
Job Shift
Day
Job Category
Customer Service
Contact Center Team Supervisor
Summary / Position Purpose:
The Contact Center Team Supervisor leads a team of Contact Center Agents. This role will be responsible for overseeing daily operations, managing a team of contact center agents, and ensuring exceptional customer service delivery.
Essential Duties, Functions and/or Responsibilities:
- Supervise and manager a group of 4 to 6 Contact Center Agents within a call center work environment
- Coordinates and arranges the working schedule of the agent staff
- Monitor and evaluate team performance, including employee attendance and reporting on specified metrics
- Communicate expectations, assignments, and responsibilities to team members to foster a positive and supportive work environment
- Provide feedback and coaching and implement strategies to improve team performance and the ability to write and communicate annual performance appraisals
- Serve as the first point of contact for customer escalations and complaints, ensuring timely resolution
- Support ongoing training for new hires and conduct daily coaching sessions to enhance knowledge of the position expectations
- Stay current on internal work processes, policies, and procedures
- Additional tasks and duties as assigned
Education and/or Work Experience Requirements:
- High school diploma or GED preferred, but not required
- Associates/Bachelor's degree in business administration, communications related field preferred, but not required
- Experience required in a contact/call center environment, with customer service experience in a supervisory or leadership role with a focus on coaching teams to support department goals
- Strong communication skills, both verbal and written with the ability to interact with customers and team members
- Ability to create and maintain reports utilizing MS Office tools. (Excel, Word, PPT)
- Experience with customer relationship management (CRM) software a plus
- Excellent organizational skills required
- Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards
- Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
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