Technical Call Center Supervisor
PlumChoice, Inc. - Lowell, MA

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At PlumChoice our self-driven, collaborative team designs, markets, sells and delivers technical support services for the consumer and small business customers of Fortune 1000 companies. Specifically, we set up, configure, connect, enhance troubleshoot and provide usage assistance for people’s technology environments in the growing Internet of Things. Our goal is a continuous, positive service experience. To achieve it, we hire those with initiative, a “let’s find a way” attitude and collaborative work styles. We seek highly talented people who want to join an exciting growth company that cares about the human side of technology.

At PlumChoice, our mission is to build lifelong relationships with not only our business partners, but also our most valuable asset – our present and future talent.

Position

Summary

Reporting to the Call Center Manager, the Call Center Supervisor is responsible for leading a team of technical support representatives within a dynamic contact center environment, either locally or remotely. The individual will oversee the daily call traffic to ensure measures

for quality, first call resolution 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

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 Demonstrated ability to lead a team in the successful achievement of service goals and

objectives. Ability to effectively negotiate and resolve issues and conflicts for both internal and external customers 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

Excellent

verbal and written communication skills

Flexible team player with ability to function in a dynamic environment extensive knowledge of personal computer hardware, Windows OS, application support, peripherals, and networking Strong proficiency with Microsoft Office specifically Word and Excel

Education

High School Diploma or equivalent required, college education preferred 2 to 5 years’ experience in a fast-paced, dynamic contact center environment required

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