Call Center Supervisor

September 6th, 2022

Call Center Supervisor Full-Time

Company Description: Seeking a Call Center Supervisor to join a locally owned and operated Internet Service Provider. You will be part of a dynamic, rapidly growing organization that deploys best in class Fiber-to-the-Premises based Internet, TV and Phone Service to customers in the Greater Colorado Springs area. As a Call Center Supervisor at StratusIQ you will oversee day-to-day supervision of our Customer Service/Sales team (~5 reps). As an ideal candidate, you will have previous experience in call center supervisory roles, sales experience, data collection/analysis skills and a strong customer service focus.

Reports To: Director of Sales & Marketing

General Description: The Call Center Supervisor will report to the StratusIQ corporate office located at 2020 N Academy Blvd. This will be a call center environment where you’ll provide expert guidance, direction, training, coaching and technical assistance for our Customer Service/Sales team. This role serves as the Subject Matter Expert, providing quality, support & customer service in a professional and polite manner with the intent of providing customer satisfaction, retention, and meeting company goals.

Key Responsibilities:

• Responsible for ongoing coaching and training of team members through audits and quality assurance
• Assist in the formulation of targets for individuals and teams
• Assist Director of Sales & Marketing in the hire and onboard of new employees
• Answer questions from staff and provide guidance and feedback
• Anticipate escalation and take over calls when needed
• QC-ing calls weekly
• Devise ways to optimize procedures and keep staff motivated
• Measure performance with key metrics such as call abandonment, calls waiting, close rates, retention, etc.
• Ensure adherence to policies for attendance, established procedures etc.
• Keep management informed on issues and problems
• Preparing monthly/annual results and performance reports
• Assigning and tracking leads/sales daily
• Responsible for making sure scheduling tool is up to date and correct as well as ensuring service orders are completed with accurate and detailed information
• Ensures special projects and checklists are completed on time

Skills and Attributes:

• Excellent written and verbal communication
• Experience in customer service is essential
• Excellent organizational and leadership skills
• Demonstrates a results-oriented approach
• Demonstrates a positive attitude and good judgment
• Able to handle multiple tasks and pressure and/or high visibility situations
• In depth knowledge of all services and equipment
• Able to coach and mentor team

Qualifications:

• Associates Degree or equivalent job experience
• 3-7 years of call center experience (internet/telecommunications experience a plus)
• 1-2 years of call center supervisory experience (internet/telecommunications experience a plus)
• Proficient in Office 365, CRMs, billing systems.

Compensation and Benefits:

· $40,000 to $55,000 annually (pay based on experience)

· Annual bonuses

· Health Insurance

· Dental Insurance

· Vision Insurance

· Paid Vacation

· Paid Holidays

· Paid Sick Time

Job Type: Full-time

Pay: $40,000.00 - $55,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

COVID-19 considerations:
All standard COVID-19 precautions are taken. Vaccination is highly encouraged.

Ability to commute/relocate:

• Colorado Springs, CO 80909: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Call Center: 3 years (Required)
• Call Center Supervisory: 1 year (Required)

License/Certification:

• Driver's License (Preferred)

Work Location: One location