Technical Call center supervisor
PlumChoice, Inc. - Lowell, MA

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About PlumChoice

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.

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

This is a second shift position working on site until 11:00 pm.

Education

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

PlumChoice, Inc. - 13 months ago - save job