Call Center Supervisor
A Place for Mom - Seattle, WA

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Key Accountabilities

Direct supervision of a team of 15+ agents, developing sales and technical skills, motivating staff and overall performance management.

Manages activities associated with Call Center operations, including developing and implementing policies and procedures on systems.

Ensures the development and effectiveness of the service organization including obtainment and retention of personnel necessary to effectively handle call and lead volumes and associated functions.

Identifies and facilitates the resolution of consumer dissatisfaction issues.

Monitor and analyze agent calls.

Ensures performance and service standards are met or exceeded.

Evaluate current capacity and look for opportunities for continuous improvement and growth to enhance efficiency and effectiveness of operations.

Interacts with regional managers and other departments to provide seamless call/lead transfers

Ensures productivity meets or exceeds service and quality standards.

Manages departmental budget and controls costs.

Required Skills and Competencies

4+ years call center experience

Minimum 1 year as a call center manager/supervisor

B2C call center experience preferred

Crisis management experience a plus

Strong results orientation track record

Succeed in fast paced, results driven atmosphere

Self-motivated and able to work well with frequently-shifting priorities

Highly professional written and verbal skills

Track record in building and managing high performing teams

Excellent problem-solving and trouble-shooting skills

Education Requirements

Bachelor’s degree preferred

Candidates must be authorized to work in the United States to be eligible for consideration, visa sponsorship not available.

A Place for Mom - 2 years ago - save job - copy to clipboard
About this company
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As the nation's largest senior living referralservice, A Place for Mom, Inc. (APFM) is a high growth, fast paced company focused on helping...