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Contact Center Sales and Service Team Lead
2 months ago
We are seeking a highly skilled and experienced Customer Experience Supervisor to join our team at Frontier, Inc. as a Contact Center Sales and Service Supervisor. This role is responsible for supervising a team of Sales and Service Consultants to ensure that our Customer Contact Center's vision and business objectives are met.
Key Responsibilities- Supervise and coach a team of Sales and Service Consultants to achieve high levels of customer satisfaction and loyalty.
- Develop and implement individual consultant development plans and conduct regular performance reviews.
- Execute the Quality Performance Management Program by conducting call monitoring and providing timely feedback to team members.
- Collaborate with the training group and Call Center Operations Management to monitor consultant skill levels and team performance.
- Ensure that Representatives are appropriately trained and follow correct procedures to maintain high quality standards.
- Work with other Center leaders and Call Center Operations Management to manage daily work assignments and workflow.
- Monitor and analyze daily performance activities, utilizing multiple reporting systems, and provide ongoing performance feedback.
- Address escalated calls and transactions from consultants and provide resolution.
- Perform administrative tasks, including preparing reports, reviews, and other necessary documentation.
- Minimum of three (3) years of customer service experience required.
- High School degree or GED required; College degree preferred.
- Flexibility in work schedule.
- Competitive salary range: $42,000 to $123,000.
- 20 PTO (Paid Time Off) days + 10 paid holidays per year.
- Day one medical, dental, vision, and prescription drug plan.
- 401k match of 50% on 6% of eligible compensation.
- Tuition Assistance Program.
- Personal and Work Life Balance Resources and Wellness Support Assistance.
- Employee Resource Groups.
- Same-sex spouse and domestic partner benefits coverage.
- 10 weeks of paid parental leave, and a phased return to work program for new parents.
- Up to $10k in adoption program assistance.
- 3 weeks of paid caregiver leave.
- Supervisory experience in a fast-paced environment. Retail or Call Center experience is preferred.
- Sales experience in a telemarketing or outbound call center environment.
- Exhibit 'Delight the Customer' values and ability to show passion for our customers.
- Strong Analytical skills to help review key performance indicators (Net Revenue, Revenue per Call).
- A desire for sales and achieving results.
