Call Center Supervisor

Call Center Supervisor

Reports To: EVP –Operations.

Working Hours: 40 HOURS in normal condition

Work Location: Budd Lake, NJ (Must be on site, 2 – 3 times per week)

Status: Any US work authorization

Salary: $45,000 per year, plus benefits

Special Requirements: Call Center Leadership experience

TMP Direct, LLC is a Business Partner Contact Center for Inbound and Outbound sales, Customer Care, Fulfilment and Distribution. We are focused on helping our clients acquire and retain customers offering fully integrated solutions.

We are seeking an outgoing energetic Call Center Supervisor to be a part our TMP Team. This position is responsible for supervising the Customer Service Representatives (CSR) and monitoring the day to day operational handling of accounts in their portfolios. You will monitor account KPI’s including Service Level, Answer Rate and Average Handle Time by agent. You’ll also monitor productivity of the team across multiple channels, including inbound calls, outbound calls, email interactions, chat interactions and social media engagement. You should have a working knowledge of Call Center Operations and experience in team leadership. Our teams are approximately 10-12 CSR’s. This is a regular, full-time position, with full benefits, and will report into the EVP –Operations.

REQUIREMENTS:

· Bachelor's degree (desired) or equivalent combination of work experience

· 2 - 3 years’ experience in Call Center environment, with some leadership and/or management

· Experience working with industry standard CRM tools, telephony platforms, chat, and social media management

· Strong written and oral communication skills

· Good time management skills and the ability to meet deadlines

· Must be able to work on multiple projects and initiatives simultaneously

· Hours: Normally 9:00 AM - 5:30 PM EDT (you will need some flexibility with schedule)

· Available to work onsite in Budd Lake New Jersey office, at least 2 – 3 times a week

DESCRIPTION OF DUTIES:

· Handle CSR questions and concerns about schedule, workload and customers

· Closely monitor account KPI’s on a daily basis

· Partner with Client Services Manager to ensure we are meeting contractual obligations and making adjustments when needed

· Outline training needs by agent based on Quality scores, client feedback, employee feedback or client feedback/request

· Provide timely feedback to CSR’s and create development plans when needed

· Work with Operations Manager on monthly schedules to ensure proper phone coverage

· Create and update training materials for assigned accounts - KnowledgeBase creation and updates

· Partner with Client Services Manager on Training Curriculums for each account

· Partner with Weekend Supervisors to ensure proper coverage

· Work with Quality Manager on reports by account to find trends in agent behavior

· Prepare, schedule and conduct Year End Appraisals for your team

· Continuously strive to achieve company goals: Employee Satisfaction, Customer Satisfaction and Drive Revenue

This position description is not intended to be and should not be construed as an all-inclusive list of responsibilities, skills or working conditions associated with this position. While this description is intended to accurately reflect the position's activities and requirements, management reserves the right to modify, add or remove duties as necessary.

Job Type: Full-time

Pay: $40,000.00 - $45,000.00 per year

Benefits:

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

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Budd Lake, NJ 07828: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 3 years (Required)
• Call center: 3 years (Required)

Work Location: One location