The Supervisor of the National Order Help Desk (NOHD) manages a dynamic team of agents who primarily take inbound calls from our customers in multiple states. This position will be located at our La Crosse, WI center
•Recruit, hire, and develop team of agents; constantly building team strength
•Supervise team of sales & care inbound agents responsible for maintaining/up-selling the company’s products/services
•Maintain thorough knowledge of company products/services, and ensures agents maintain exceptional product knowledge.
•Exercise judgment within defined procedures to determine appropriate employee and customer action
•Maintain industry knowledge and recommend center process and system improvements
•Manage team performance metrics for unit sales, customer service, attendance, adherence to schedule, and quality assurance.
Associates Degree and five years of experience or the equivalent in training and experience.
Two years of experience in telecommunications, or equivalent experience.
Experience directing and monitoring the work of others.
Effective oral and written communication skills.
Experience in supervising and training subordinates.
Ability to coach and develop subordinates towards providing quality customer service.
Proven Sales and Quality Leadership experience.
Working knowledge of terminal applications used within the Customer Service Center (both mainframe and personal computer).
Call center management and training experience
CenturyLink is an industry-leading provider of communications, high speed Internet and entertainment services from coast to coast. Our combination of business and residential service solutions – including home and wireless voice solutions and digital television – provide innovative solutions to our customers. CenturyLink is proud to be a participant in the U.S. General Services Administration Network program, the largest communications services contract in the world. CenturyLink offers you the opportunity to develop and cultivate your career as we lead the communications industry into the future.
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
Qwest Communications - 14 months ago