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Contact Center Supervisor
4 days ago
We are seeking a highly skilled and experienced Contact Center Supervisor to join our team at Bath Fitter Franchising Inc. As a key member of our organization, you will be responsible for overseeing the daily operations of our contact center, ensuring efficient and effective service delivery.
Key Responsibilities- Team Leadership: Supervise and lead a team of Internal Sales Representatives (ISRs), providing guidance, support, and recognition to ensure high performance.
- Performance Monitoring: Monitor and analyze team performance metrics daily, including call handling times, customer satisfaction scores, and SLAs.
- Coaching and Development: Conduct regular coaching and performance reviews, providing constructive feedback and development plans.
- Customer Service: Ensure the team delivers high-quality customer service, resolving inquiries and complaints promptly.
- Process Improvement: Develop and implement strategies to enhance customer experience and satisfaction, streamline contact center processes to improve efficiency and reduce costs.
- Reporting and Analysis: Prepare and present regular reports on team performance, customer feedback, and operational metrics for strategic decision-making.
- Leadership Experience: Minimum 3 years of experience in a contact center or customer service environment, including at least 1 year in a supervisory role.
- Education: Bachelor's degree in Business Administration, Communications, or a related field preferred.
- Skills: Proven leadership and team management skills, strong communication and interpersonal abilities, proficiency in contact center software and CRM systems, analytical and problem-solving skills with a customer-focused mindset.
Bath Fitter Franchising Inc. is a leading provider of acrylic solutions for bathrooms. We are committed to delivering exceptional customer service and providing a positive work environment for our employees. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity.
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