At Home Agent Supervisor
ShopHQ 11 reviews - Bowling Green, KY

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Job Description

Supervise the day-to-day operations of the ShopHQ Customer Service department, directing the activities of Order Capture Representatives and other floor support personnel to ensure that service goals are attained and the business operations are fully supported. Maintain consistent communication between management and the Order Capture staff to ensure employees have the necessary information to perform as an integral part of the success of our operation. Create a positive environment through fair and consistent treatment for all employees and respond quickly to issues and problems with proactive, customer focused solutions.

Provide overall floor support, answering questions from phone support personnel. Handle highly escalated calls with professionalism and expedite resolution, creating a positive customer experience.
· Provide firm, fair, and consistent feedback to all Order Capture staff to support individual growth and maintain a positive work environment.
· Provide appropriate coaching and corrective discipline as needed to address non-compliance issues.
· Find ways to motivate and increase job satisfaction with each member of the Order Capture staff.
· Monitor performance of employees to ensure that service goals are met.
· Complete performance reviews for Order Capture Agents.
· Ensure that corporate policies and procedures are followed and are consistently applied for issue resolution.
· Provide on-going communication and process improvement suggestions to the Assistant Manager.
· Organize and assign workload for Order Capture Agents and floor support personnel.
· Maintain customer management system/reports and other tools or reports used to measure the overall performance of the Order Capture Department.
· Other tasks as requested by the Assistant Manager.
Job Requirements
    Bachelor’s degree (B.S.) or equivalent combination of education and experience.
    · Previous call center experience required.
    · 12 months supervisory experience in a contact center environment.
    · Able to work in office a minimum of two days per week
    · Able to prioritize various work tasks.
    · Extreme sense of urgency.
    · Strong Customer Service orientation
    · Strong problem solving, decision making, organizational, time management,
    · Strong conflict management, communication, inter-personal, and motivational skills
    · Proficient in Excel, Word, Outlook and PowerPoint

    Customer Service Supervisor President’s Line, Customer Service Manager, SR Supervisor

About this company
11 reviews
At ShopHQ we create the ultimate interactive shopping experience by uniting live TV, online and mobile shopping opportunities with social...