What are the responsibilities and job description for the Call Center Supervisor/Manager position at Avero?
Our customer in the South Bend, IN area is looking for a Call Center Supervisor and Manager to join their growing team. This is a direct hire, salary, and full benefits provided opportunity.
Job Summary:
Responsible for leading and providing feedback to aid representatives in accomplishing their key measures of success. Ability to evaluate call recordings and provide feedback to representatives as needed in order to efficiently and effectively respond to customer inquiries and provide appropriate resolution. Analyze and document performance trending and take action to remediate issues that impact attainment of goals. Assist in resolving complex customer escalations.
Job Responsibilities:
- Maintain established service levels for all contact channels (to include phone, case management, chat, email, and any other available avenue) by providing guidance to staff on working hours, response times, handle times, occupancy, working rate, handle time and contextual advice.
- Conduct reviews, feedback, and evaluations of team members.
- Provide communication on new product roll outs, general updates, recognition, and performance daily.
- Maintain quality checks on standard operating procedures specific to team roles.
Salary : $0
