What are the responsibilities and job description for the Customer Service Supervisor position at OptimumCX?
OptimumCX, LLC has openings for Customer Service Supervisors (Project Lead) positions. This is a Supervisory position providing assistance to agents. The Customer Service Supervisors (Project Lead) will be reporting to the Executive Director.
Customer Service Supervisors (Project Lead) Qualifications:
- Must have previous leadership experience.
- Must be able to possess thorough knowledge of client’s policies, procedures, and products.
- Thrives as a team player in a fast paced, high energy change-orientated environment.
- Meet or exceed all clients’ objectives.
- Must be flexible to work any hours needed, including weekends.
- Must possess exceptional listening and customer service/sales skills.
- Strong written and verbal communication skills.
- Must be dependable and on time.
- Must have the ability to coach, train and motivate agents.
Customer Service Supervisors (Project Lead) Duties:
- Assist and handle escalated calls.
- Monitor and assist those agents on long calls.
- Monitor and assist agents with their open/pending cases, etc. in updating or resolving in a timely manner.
- Monitor and evaluate with each agent
- Coach and review the agent’s performance with the agent. “Use a formal supervisor checklist”.
- Issue the appropriate disciplinary paperwork for violations of OptimumCX policy.
- Present to the Sr. Director at the conclusion of each week a breakdown of thepast week’s monitoring checklists and a written performance summary of the team.
- Create a forecast describing tasks that each agent will be focused on.
- Create a detailed plan of the way in which you will impact your team’s day-by-day performance
- Assist in developing contests, awards and themes that increase agents’ loyalty and focus.
- Produce performance reviews as established by Sr. Director.
- Create effective channels of agent feedback.
- Coordinate with Sr. Director and Human Resources Director on disciplinary issues related to absences and tardiness.
Customer Service Supervisors (Project Lead) Experience:
- 1-2 years’ experience in a leadership role.
- Ability to work with various departments in a professional and productive manner.
Company Offers:
- Full time work hours
- Paid training
- Advancement/career opportunities (WE PROMOTE FROM WITHIN) 85% of our current managers have been promoted into their current positions
- Benefits offered after completion of 60 consecutive work days
- Ask about our exciting new on site market and how you can receive lunch on us
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