Job Posting for Call Center Supervisor at TDB Communications, Inc.
TDB Communications, Inc. is seeking qualified Call Center Supervisors to conduct the following tasks:
Serve as a liaison between TDB and the client.
Monitor appropriate staffing levels, hire additional staff as needed.
Conduct all training in accordance with pre-established training manuals.
Suggests improvements to training manual to improve operational efficiency.
Generate reports regarding:
Numbers of calls offered, handled, abandoned, % abandoned, calls terminated, emails received, email responses, voicemails received, voicemail responses, applications mailed, chats received, chat responses, mean and max wait times, average handle times, call trends, etc.
Monitor employee performance, including ensuring the following metrics:
Responding to an average of 34,100 calls per month, averaging 1,550 per day.
Maintain an abandon call rate of less than 5%
Maintain a service level of no less than 90% of calls answered within 60 seconds of being in the queue.
Conduct call center duties an an adhoc or as-needed basis, to include:
Receive calls, emails, chats, and other contacts from the maritime or general population regarding Mariner Credentialing Program issues.
Maintain a professional demeanor and respond to all inquiries in a timely manner. Ensure that contacts are escalated when required.
Qualifications:
Shall possess at least: 2 years of supervisory experience working with ISO 9001:2000 quality standards systems (QSS) and 2 years of contact center management experience; or 5 years of experience working within a contact center environment.
Be available by phone or e-mail to the COR between the hours of 8:00 AM – 5:30 PM local time, Monday through Friday, and shall respond to a request for discussion or resolution of technical problems within two (2) business hours.
TDB Communications, Inc. is an EEO Affirmative Action Race/Sex/Sexual Orientation/Gender Identity/National Origin/Veteran/Disability Employer
Salary.com Estimation for Call Center Supervisor in Martinsburg, WV
$60,218 to $83,216
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