Call Center Supervisor

2 weeks ago

Schenectady, United States Renewal by Andersen Full time

Overview:
At Renewal by Andersen of Eastern NY, our mission is to be the Gold Standard for Quality and Reliability. We continually provide the finest products and highest level of professionalism in the industry. We take pride in our work and stand behind it without exception. Every customer experience is the result of outstanding commitment and teamwork. Every associate is a crucial link in our success.

**Responsibilities**:
As an ISC Supervisor, you will play a crucial role in overseeing the Inside Sales Center (ISC) staff. Your primary responsibility is to ensure that appointment goals are met and that ISC training processes are consistently followed. This role involves leading by example, providing support to the team, and maintaining a positive and professional work environment.

**What You'll Do**:

- Lead by example by consistently achieving daily/weekly appointment goals.

**You'll Be Responsible For**:

- Conduct role-playing sessions with the team, assisting with training on new scripts or processes.
- Take calls that representatives can't handle and be available when a representative appears to need assistance.
- Monitor queues, updating them weekly or based on needs.
- Motivate and encourage agents through positive feedback and communication.
- Supervise evening and weekend ISC staff on a rotating schedule.
- Follow outlined processes, including scripts and rebuttals.
- Conduct confirmation calls and No Demo Follow-Up Calls.
- Handle overbooks and cancellations while attempting to save appointments.
- Address call center process or procedurally related questions, issues, concerns, or recommendations.
- Ensure the team is following break schedules.
- Enforce a professional work environment and the business casual dress code.
- Ensure incoming calls are answered within 2 rings or less.
- Ensure web leads are called back within 5 minutes or less.
- Work with ISC Manager & Coach to assist ISRs with performance concerns.
- Incentivize the ISC team to meet daily/weekly goals.

Qualifications:
**Requirements**:

- Minimum 1-year supervisory experience. **(required)**:

- Experience in call center operations.
- 1-year sales/marketing, customer service.
- Computer experience - general computer knowledge, Microsoft office, CRM (1-year preferred).
- Must have a flexible schedule (some nights & weekends).

**Benefits**
- Flexible schedule
- Health & Dental insurance
- Paid Time Off
- Paid Holidays
- Bonus Pay
- 401K

Hourly rate of pay is $20 per hour plus bonus compensation.

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