At PlumChoice, our team is revolutionizing the technology services industry. We are delivering more efficient, responsive and innovative technology solutions for our clients' business to succeed. We value innovation, initiative and a collaborative style, and are looking for highly talented people who want to join an exciting high-growth company and be part of building the future.
Reporting to the Call Center Manager, the Call Center Supervisor is responsible for leading a team of sales representatives within a dynamic contact center environment, either locally or remotely. The individual will oversee the daily call traffic to ensure measures for quality, close rates and service levels meet PlumChoice’s client’s requirements. Through call monitoring and observation the Call Center Supervisor will conduct regular performance reviews, provide coaching and counseling for team members to meet or exceed sales goals and other key performance indicators.
ESSENTIAL JOB FUNCTIONS
Works with management to implement business plans, marketing strategies and organizational service strategy to reach client service objectives
Monitors and improves morale through application of effective leadership, management and coaching skills, and recognition of team performance
Models professional service behavior, assessing, identifying and addressing team development opportunities, including job skills training, gap analysis and goal setting
Involves and engages team members through regular team meetings, process improvement discussions, follows-up on suggestions, and regular communication
Ensures consistent administration, compliance and application of policies and procedures
SKILLS AND QUALIFICATIONS
Strong interpersonal/team building skills and a leadership style which obtains results through a strong set of values
Able to be resilient and able to balance multiple priorities in a rapidly changing, fast-paced environment
Strong analytical skills and understanding of contact center metrics
Ability to think independently and skilled in making timely and sound business decisions
Demonstrated ability to lead a team in the successful achievement of sales, service goals and objectives. Ability to effectively negotiate and resolve issues and conflicts for both internal and external customers
Excellent verbal and written communication skills
Strong coaching and counseling skills, ability to influence others to take action and achieve objectives
Flexible team player with ability to function in a dynamic environment
Strong proficiency with Internet, Windows-based PC, and Microsoft Office experience specifically Word and Excel
High School Diploma or equivalent required, college education preferred
2 to 5 years’ experience in a fast-paced, dynamic contact center environment required
Minimum 2 years of supervisory experience managing 10 to 20 representatives with proven success in building a cohesive team
ADA DISCLAIMER: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.