Call Center Supervisor
NewsBank Inc. - Orem, UT

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GenealogyBank.com, a division of NewsBank inc., is one of the largest and most comprehensive U.S. historical newspaper collections available online. GenealogyBank assists historians and independent researchers to discover fascinating stories and details about their ancestors' lives. Our organization has been one of the world's premier information providers for more than 40 years, offering a wide selection of online resources to individuals and institutions. We offer exciting career opportunities and an environment defined by a rich history of teamwork, innovation, and continuous success.

We offer a competitive compensation and benefits package; including medical/dental plan, prescription drug program, wellness program, vision plan, and 401(k) with Company match.

Job Summary: This position is based in Orem, Utah and is responsible for the daily supervision and management of 20+ call center sales and customer service representatives. The main responsibility of this position is to assist with employee coaching and training while helping agents meet individual and department goals. Responsibilities include; interviewing, hiring, and training employees, directing daily activities, appraising employee performance, assist with, follow up on, and help resolve customer and employee issues. It demands a high degree of adaptability and flexibility in a fast paced; rapidly changing environment.

Principal Duties:
  • Mentor, coach and provide career development for call center representatives
  • Conduct call monitoring sessions to ensure compliance with company guidelines while improving performance
  • Assist in planning and carrying out individual and team incentives on a regular basis
  • Participate in disciplinary action of employees and help maintain proper documentation
  • Assist in developing and maintaining current call center reports on a daily/weekly/monthly basis
  • Analyze performance results and implement department improvements
  • Assist in the facilitation of weekly team meetings to ensure effective communications
  • Assist in managing service levels and making adjustments to call routing and scheduling
  • Assist in managing outbound lists and making adjustments to dialer
  • Handle escalated customer calls
  • Practice and ensure compliance with all of NewsBank’s policies and procedures
  • Assist in managing day-to-day tasks and other call center initiatives as directed by manager
Qualifications:
  • Bachelor’s degree or equivalent (Or in process of obtaining)
  • 3+ years’ experience in a consumer call center environment
  • Minimum of 1-2 years’ experience in call center supervisor/management role
  • Ability to effectively lead and manage front-line staff in a fast paced environment
  • Proven ability to meet or exceed department sales and customer service goals
  • Excellent written and verbal communications skills
  • Proven organizational skills and decision making ability
  • Excellent computer and software skills are required, including Microsoft Word and Excel
  • Ability to analyze data to determine needs, implement solutions and track results
  • Able to handle multiple competing tasks and priorities
  • Experience with Five9 call center application a major plus To apply, please email your resume and cover letter to utahjobs@

newsbank.com EEO Minorities/Women/Disabled/Veterans - VEVRAA Federal Contractor

NewsBank Inc. - 5 months ago - save job