Call Center Supervisor

Job Summary:

As the Outbound Call Center Supervisor, you will be responsible for overseeing, and meeting company established goals and standards. Your primary focus will be coaching, training, and motivating the team to achieve and exceed goals set as it relates to outbound solicitation calls, appointments, and enrollments.  The call center agents contact and pre-screen potential homeowners or renters that may qualify to receive energy saving upgrades to their current residence based on current utility company programs.

Duties and Responsibilities:

• Prime responsibility is to supervise, and coordinate the activities of the Inside Sales Associates (ISA)
• Create and maintain a positive and motivating work environment for the ISA and ES to meet or exceed daily, monthly, and yearly goals.
• Prepare and analyze reports on team performance, trends, and metrics to identify areas for improvement.
• Provide daily, weekly, and monthly tracking reports and analysis to senior management.
• Collaborate with other departments to ensure smooth operations and achieve organizational objectives.
• Train and support ISAs on company and energy program policies and procedures as well as proper phone etiquette.
• Set performance targets, track metrics, and provide regular feedback to agents regarding their performance.
• Monitor calls and provide constructive feedback to agents to improve quality and customer satisfaction.
• Resolve escalated customer issues and ensure timely and satisfactory resolution.
• Conduct regular coaching and training sessions to enhance the skills of team members and improve overall performance.
• Maintain, prepare, and deliver scripts to communicate services to potential customers.
• Monitor outbound calls and ES appointments to improve quality, minimize errors and track operative performance.
• Identify and recommend necessary operational changes to senior management.
• Stay updated with new industry developments and maintain involvement in program communications.
• In coordination with the HR department recruit, interview, and hire to maintain appropriate department staffing.
• Understand and follow the requirements and parameters in the utility company’s contract.
• Other duties as assigned by management.

Qualifications:

• High school diploma or equivalent; bachelor's degree is a plus.
• Proven experience in a supervisory role within an outbound call center environment.
• Strong leadership and team management skills.
• Excellent communication and people skills.
• Ability to motivate and inspire team members to achieve targets.
• Solid understanding of outbound call center operations, sales processes, and customer service principles.
• Must be willing and able to perform all ISA duties to excellent standards.
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
• Ability to effectively present information to management, public groups, and/or boards of directors.
• Computer literate - Microsoft Office products.

Physical Demands:

While performing the duties of this job, the employee is frequently required to sit, utilize fingers, hands, and wrists to work on a computer.  Able to work visually, and communicate in person, and by phone. On occasion must stand, bend, walk, push, pull, kneel, climb ladders, and carry up to 25 pounds.

Salary : $20 - $24