Internal Supervisor DCP
5 days ago
We are seeking a highly skilled and experienced Internal Supervisor DCP to join our team at Advanced Call Center Technologies, LLC.
Job Summary:The Internal Supervisor DCP will be responsible for supervising a team of 10-25 agents in a call center production environment. The ideal candidate will have excellent communication and interpersonal skills, with the ability to coach and mentor a strong sales team to deliver best-in-class results for our clients.
Key Responsibilities:- Monitor associates' real-time productivity to achieve production and revenue goals.
- Coach and develop associates to improve quality, performance, and productivity.
- Address associate performance, conduct, and attendance issues by consistently applying company policies and practices for corrective counseling.
- Motivate and reward associates using company and client incentive programs to drive results and maximize performance.
- Ensure associates adhere to company and client policies and standards.
- Track and report the associates' daily performance and productivity.
- Monitor and maintain work volume statistics.
- Monitor associates' calls to ensure employee is meeting demeanor, accuracy, and conformity to company and client policies.
- Take escalated customer calls. Answer questions and recommend corrective services to address customer complaints.
- Assist in determining work procedures, prepares work schedules, and expedites workflow.
- Maintain the attendance records for associates using the timekeeping system. Review attendance daily and edit as necessary to ensure an accurate payroll is processed.
- Complete and present associates' annual performance appraisals.
- Conduct job candidate interviews and make hiring decisions with assistance from Recruiting.
- Previous experience managing in a call center environment.
- High School diploma or GED.
- Bilingual English/Spanish.
- Must be able to successfully pass a criminal background check.
- Excellent communication skills.
- MS Office proficiency.
Advanced Call Center Technologies, LLC. is an equal opportunity employer and complies with all applicable laws prohibiting discrimination in employment. We are committed to providing a work environment that is free from harassment and discrimination.
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