Call Center Supervisor

2 months ago

Minneapolis, United States Lunds & Byerlys Full time
Job DescriptionJob Description

Our Commitment to You: Lunds & Byerlys is committed to taking care of the employees who take care of our customers. We are committed to creating work environments centered around the values of hospitality, teamwork, and opportunity. Lunds & Byerlys is committed to providing equal opportunities to all interested and qualified candidates.


A little bit about us, we might be for you if you are looking for a...


  • Strong culture based on values, family and team. These words are not just tossed around. They are at the core of who we are.
  • "Great place to work" - we are a StarTribune Top Workplace 2019-2024.
  • Hometown team with a beloved brand and solid reputation.

NOTE: The following is a profile or persona of who we are looking for. If you have many of the characteristics below, please apply so we can start a conversation.


JOB SUMMARY

This position is responsible for the daily running and managing of the Lunds & Byerlys Corporate Call Center through the effective use of assigned resources. This individual is responsible for ensuring calls are answered within predetermined time standards and dealt with in a professional manner.


ESSENTIAL DUTIES & RESPONSIBILITIES

The following description of work to be performed by this individual is not intended to be all-inclusive. Rather, it focuses on the major tasks that must be accomplished. There are many necessary activities to satisfy any of the following performance guidelines.

  • Implement methodologies and technologies to improve first call and electronic communication resolution, manage customer expectations and build strong internal relationships
  • Develop and maintain formal procedure for consistency and increased productivity. Choose appropriate technology and other resources to maximize call center efficiency
  • Analyze call center performance through various reporting tools. Deliver timely and accurate information to management
  • Coach, mentor and lead direct reports to accomplish goals of the location plan and personal goals for each staff member
  • Hire a team to deliver optimal customer service and implement industry best practices as they relate to a customer care center. Build a team through innovative hiring and training techniques (Perseverance)
  • Train and develop staff, including performance evaluations, performance management and general supervision of staff
  • Resolve or re-direct calls/electronic communication in a timely manner. Maintain established service standards
  • Review financial performance reports and analyze and interpret data to identify opportunities to obtain cost savings objectives through efficient planning of resources, including labor

OTHER JOB DUTIES (Not considered essential to the job)

  1. Perform all other related assignments (including special projects) as required in a professional and cooperative manner.

MINIMUM QUALIFICATIONS

  1. Education
  2. Bachelor's degree in business or equivalent knowledge
  3. Experience
    1. Three or more years of experience within related technical/functional work area
    2. Prior team leadership experience
  4. LFHI Competencies expected of all employees include: action oriented, communicates effectively, customer focus and instills trust.
  5. Other required Knowledge, Skills, and Abilities:
    1. A service-oriented individual with a high energy, positive and friendly demeanor
    2. Ability to respond to continually changing priorities and coordinate multiple projects
    3. Strong computer skills (Outlook, Excel, Word)
    4. Excellent customer service, interpersonal, communication and problem solving skills
    5. Strong organizational abilities
    6. Project management, sound judgment and decision making abilities
    7. Ability to delegate and follow through
    8. Ability to provide motivation and leadership
    9. Ability to read, write, speak and comprehend English

OTHER REQUIREMENTS/EQUIPMENT USED, IF APPLICABLE

Equipment Used

  • Office Equipment (this may include computer, phone, printer, scanner, copier and fax machine)


Job Posted by ApplicantPro

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