Call Center Supervisor
OpticsPlanet - Northbrook, IL

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Set specific, measurable, challenging but obtainable goals for TRT members
  • Scheduling and delegating responsibilities to appropriate employees to see that service level and response time goals are met
  • Maintains and corrects time records, assures that overtime targets are not exceeded
  • Develop and provide appropriate levels of training and coaching to members of Sales and Customer Service on Standard Operating Procedures and other essential organizational functions
  • Develop reports and mechanisms to measure performance, both quantitative and qualitative, to measure individual performance relative to goals
  • Monitor personal achievement to identify areas of improvement
  • Motivate employees to assist them in achieving successful performance
  • Organize departmental processes to efficiently utilize resources
  • Serve as communications nexus between TRT, QA/QC, Order Processing, logistics and Purchasing to insure smooth flow of information as well as to resolve disputes
  • Be familiar with and able to answer questions about the company and its policies
  • Recruiting and interviewing qualified candidates
  • Conducts periodic Orientation Trainings as needed
  • Handles second level of escalation for customer issues. Decides which issues need to be escalated to the next level.
  • Responsible for skill enhancement and professional development of call center supervisory staff
  • Other projects and responsibilities may be added at the company's discretion
  • Qualifications, Skills and Requirements
    • Associate Degree required, Bachelors Degree preferred
    • Minimum of five years of Call Center Experience is required
    • Minimum of three years acting in a supervisory capacity in a Call Center setting.
    • Experience with and demonstrated proficiency with MS Office applications (such as MS Word, MS Excel), email programs, and Internet browsers
    • Excellent communications skills both oral and written.
    • Experience with Instant Messaging or Live Chat helpful.

    OpticsPlanet - 24 months ago - save job
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