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Unified Call Team Supervisor

3 months ago

Concord, United States Ohm Systems 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
  • Salary: $60,000 to $70,000 / Yr + benefits

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