Unified Call Team Supervisor

6 days ago


Concord, United States Ohm Systems, Inc Full time
Job DescriptionJob Description

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
Company DescriptionOhm Systems, Inc. specializes in IT and Healthcare staffing services, dedicated to linking highly skilled professionals with our public and private clients across the United States. Our track record showcases our commitment to delivering outstanding staffing and consultancy solutions to our clients. We prioritize diversity and inclusivity and take pride in being an employer that promotes equal opportunities and affirmative action. Our goal is to foster an inclusive work environment that embraces individuals from all backgrounds, irrespective of their gender, race, or orientation.Company DescriptionOhm Systems, Inc. specializes in IT and Healthcare staffing services, dedicated to linking highly skilled professionals with our public and private clients across the United States. Our track record showcases our commitment to delivering outstanding staffing and consultancy solutions to our clients. We prioritize diversity and inclusivity and take pride in being an employer that promotes equal opportunities and affirmative action. Our goal is to foster an inclusive work environment that embraces individuals from all backgrounds, irrespective of their gender, race, or orientation.

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