Contact Center Supervisor will assist remote agents as they answer questions, handle daily concerns and provide support.  They will continue to support agents after training by monitoring their progress, reviewing agent’s unavailable status and providing with ongoing coaching opportunities to meet Contact Center KPI’s (80/20 – 5% abandoned rate)

Contact Center Supervisor will assist in hiring, training agents, coaching for career development for knowledge and skills and provide disciplinary actions when appropriate.

 ESSENTIAL FUNCTIONS:

1.     Provide excellent customer service

2.     Guide Remote Agents when problem arise

3.      Schedule weekly huddles with Remote Agents for coaching

4.      Review agents phone stats to ensure goals are being met

5.      Review and approve timesheets due on Friday evenings

6.     Coordinate additional training if needed

7.     Excellent interpersonnel, communication (verbal & written)

8.     Problem solver, trouble shoot client/agent concerns

9.     Ability to multi-task work assignments in a fast-paced stressful environment

10.  Must be able to work a flexible schedule, as needed

11.   Hold the team accountable to Contact Center metrics

12.  Proficient in computer applications and data entry skills.

13.  Actively participate in weekly Supervisors meeting

14.   Review workflow process to improve performance and make recommendation as appropriate

15.   Assist in hiring, training when applicable

16.  Provide disciplinary action to include termination when appropriate

17.  Pull calls from the queue when needed

18.  Reply to emails when backlogged

OTHER PRINCIPAL DUTIES:

1.       Other duties that may arise from time-to-time and/or are commensurate with the title and position.