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Unified Call Team Supervisor
2 months ago
Summary: The UCT Supervisor will manage daily operations and personnel to ensure maximum efficiency and cost-effectiveness. This role involves utilizing technology, maintaining organization, and fostering productivity among staff. The ideal candidate is an organized, reliable, and results-driven professional with problem-solving skills and a vision for continuous improvement.
Position Info:
- Title: Unified Call Team Supervisor
- Client: Superior Plus Propane
- Duration: Not specified
- Location: Concord NH 03301
Responsibilities:
- Implement objectives and analyze call center metrics with the manager to ensure goals are met.
- Develop, coach, support, and evaluate team members to maintain quality service.
- Manage attendance and administer disciplinary actions as necessary.
- Answer representatives' questions and handle escalated issues.
- Lead team meetings and provide training on processes and expectations.
- Assist in identifying trends and establishing call center goals.
- Ensure staff achieve desired service levels and take corrective action when needed.
- Prepare reports and analyze data to improve processes and maximize efficiency.
- Develop standards and documentation to support quality and service goals.
- Availability for a flexible work schedule, including potential weekend coverage during peak seasons.
- Some travel required.
Skills/Qualifications:
- Bachelor’s degree or 5 years’ experience in call center management.
- Ability to multitask and remain calm under pressure.
- Exceptional interpersonal, customer service, and conflict resolution skills.
- Knowledge of management principles and company products, services, and policies.
- Strong coaching and leadership skills to motivate employees.
- Decisiveness and attention to detail.
- Proficiency with technology, including computers, software applications, and phone systems.
- Polite, professional phone voice.
Benefits:
- Excellent health coverage with a single plan free.
- Medical, dental, vision insurance.
- Retirement planning and profit sharing.
- Employer-paid short/long term disability.
- Employer-funded HSA account.
- Employer-sponsored Employee Assistance Program.
- Tuition reimbursement and access to in-house learning portal.
- Generous paid time off and flexible scheduling
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