Call Center Supervisor (Wallingford)

Call Center Supervisor (Wallingford)

20 Feb 2024
Connecticut, New haven 00000 New haven USA

Call Center Supervisor (Wallingford)

Vacancy expired!

This role is responsible for supervising the Call Center Representatives and addressing any on the spot issues/conflicts that may arise. The Supervisor will provide facts to management regarding the behavior or performance of any Call Center Representative. This position is also responsible for filling the 72-hour appointment request and meeting/exceeding issue rate within company standards.

SPECIFIC RESPONSIBILITIES

Managing an accurate, up-to-date schedule and appointment log; Notify Call Center Manager of any daily needs, challenges, and/or gaps in the schedule

Setting an example for effort, ethics, team play and decorum;

Confirm every appointment using the methodology; dispatch all appointments to the Sales Team as directed; Cancel and reschedule appointments as needed, when needed; Communicate to Sales Representative, Sales Manager, Sales Director, and Call Center Systems Optimization Analyst when appointments cancel

Answer/schedule inbound calls when needed

Inform management team of any deficiencies observed in the selling and setting of appointments or the accuracy of data during weekly management meetings

Facilitate training, coaching and practice sessions as well as pre-shift huddle; Upon request, coach CCR's to ensure that they are following the methodology

Perform daily quality assurance calls to ensure consistency within the Call Center and Sales team departments

Perform CCR functions as needed

KNOWLEDGE, SKILLS, AND ABILITIES

Customer Service oriented

Ability to problem solve

Ability to multi-task

Excellent written and verbal communication skills

Conflict Resolution

Ability to motivate

Ability to work independently and in a team environment

Experience monitoring IB/OB calls and providing feedback

Excellent time management skills

Ability to thrive in a result driven, fast-paced environment

QUALIFICATIONS

High school diploma or GED

Relevant work experience in telemarketing, customer service or sales

Proficiency in Microsoft applications

This is a full-time position and typical work hours and days are any eight-hour shift between 8:30am to 12:00am depending on business need. Nights and weekends are mandatory therefore flexibility in hours is mandatory.

Job Details

  • ID
    JC1731712
  • State
  • City
  • Full-time
  • Salary
    N/A
  • Hiring Company
    Connecticut
  • Date
    2019-01-29
  • Deadline
    2019-03-30
  • Category

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