Call Center Supervisor
arvato digital services llc - Yakima, WA

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Mid to Senior Level , Full Time , - , Customer Service , Call Center , Management

arvato digital services llc , Business unit: arvato Customer Services , YAKIMA , Washington ID: 230697

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Your challenge:
Description: Responsible for assisting the Operations Manager in the overall operation and management of the Call Center Division. Develop, implement and support operational policies and procedures that facilitate the attainment of departmental and organizational goals.

  • Oversee and supervise a team of agents
  • Assist in developing and streamlining procedures
  • Coach, motivate, reward, counsel and assist with disciplinary actions as necessary
  • Provide quality service to both internal and external customers – on and off-line
  • Assist agents with customer interaction on situations requiring special handling – take customer calls
  • Ensure open flow of communication between agents, supervisors and management
  • Ensure uniform understanding and adherence to policies, procedures and company programs
  • Supervise and monitor agent attendance, performance and productivity
  • Prepare and ensure accuracy of reports
  • Ensure agents are continuously kept abreast of operational changes
  • Conduct employee briefings and meetings
  • Assure service level standards are met
  • Monitor system performance and initiate actions to correct system problems
  • Conduct agent observation and provide feedback
  • Assist in the development and tracking of employee incentive programs
  • Ensure completion of departmental duties/task in the absence of subordinates/co-workers
  • Perform other duties as assigned
Knowledge, Skills and Abilities:
  • An assertive, well-organized self-starter with demonstrated sales experience
  • Management experience in the financial/banking industry preferably in a retail or call center
  • A proactive thinker with the ability to anticipate and identify customer needs and decisively solve problems
  • A detail-oriented professional with exceptional written and verbal communication skills
  • Able to effectively deliver updated program and process changes
  • Redirect and coach for improvement, and gauge user ability and modify delivery accordingly
  • Demonstrate professional customer service skills: solutions mindset, helping nature, passion for customer service
  • Demonstrate behaviors that support high quality standards
  • Recognize trends and escalate information as appropriate
  • Problem solving skills; linear and troubleshooting
  • Able to handle difficult of irate customers effectively and able to set expectations and deliver information in a positive way
  • Demonstrate a strong customer service orientation and take responsibility to follow up with customers to ensure needs and expectations are satisfied
  • Able to learn quickly and adapt to high change and fast paced environment
  • Experience with client specific products and systems
  • Proven track record of success to motive sales/service professionals and exceed performance metrics
  • Present information effectively and persuasively across various communication channels

  • Problem solving to gather and analyze information and uses it to develop effective solutions; challenge status quo.
  • Tolerate stressful situations well
  • Project a positive and professional image
About our company:
arvato digital services llc offers integrated service packages in the Video, Audio, Games and IT/Technology sectors. The service chain covers post-production, replication, fulfillment, distribution/supply chain management, financial services and electronic content distribution. Innovative end-to-end IT systems support the entire process chain.

arvato digital services llc's stability, expertise and capacity to handle enormous volume set us apart. Our solutions reach deeply into the customer realms of our clients, both end-user and reseller, adding value and positively impacting their market positions.

arvato digital services llc is a division of Bertelsmann SE & Co. KGaA, one of the foremost media companies in the world.

Education and Experience:
  • College/Associates Degree or Bachelor’s Degree in related field (required)
  • Experience working in Financial and Banking Industry an Asset
  • Experience working in Sales, Cross-selling, and up-selling

For more information, please visit our Web Site:

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