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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.