Call Center Training Supervisor

2 weeks ago

Salt Lake City, United States FRIENDLY GROUP Full time
Job DescriptionJob DescriptionDescription:

Under the general supervision of the Chief Strategy and Corporate Development Officer, the Call Center Training Supervisor will be responsible for the development and execute of Call Center training and Quality Control initiatives in order to facilitate the adoption and strong execution of best practices across all Operating Company Call Centers.


Additional key responsibilities include, but are not limited to:

  • Train staff on the best ways to convert calls into booked service appointments.
  • Training dispatch to ensure the right technicians are matched to every job.
  • Author and refine call scripts so they’re clear, compelling and result in more appointments.
  • Monitor performance of OpCo staff, review recorded calls and advise them on how to
    improve call booking percentages.
  • Formalize a coaching and training platform that’s cost effective and measurable.
  • Show employees how their individual contributions matter to the company’s success.
  • Development of quality control reports and tools to facilitate strong execution of best
    practices
  • Develop and promote a strong understanding of Nexstar call center practices
  • All other duties that ensure operational excellence standards are met across the OpCo call
    centers.

Job Requirements

  • High School Diploma or equivalent, required.
  • 3+ years progressive experience in a Customer Service role, 1 of which is in a supervisory
    capacity.
  • Knowledge of HVAC and Plumbing industry a plus.
  • Possess the ability to inspire both personal and professional growth in our team members.
  • Ability to provide unparalleled customer satisfaction.
  • Ability to drive team performance to achieve all business goals and objectives.
  • Be detail oriented and a highly organized multi-tasker with good presentation skills and the
    ability to convey confident and decisive messages in a fast-paced and goal-driven
    environment.
  • Be proficient using a computer and Microsoft Office applications (Excel, Word & PowerPoint).

Physical Requirements:

  • Prolonged periods of sitting at a desk and working on a computer.
  • Must be able to lift 15 pounds at times.
  • Must be able to access and navigate each department at the organizations facilities.
  • Occasional travel to Operating Company locations
Requirements:


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