What are the responsibilities and job description for the Call Center Supervisor position at ZEALANDIA HOLDING COMPANY?
Job Details
Description
Resort Travel & XChange, Inc.(RTX), is now hiring for a Call Center Supervisor for our Asheville, NC location! RTX offers an excellent benefit plan including medical, dental, vision, company paid life insurance and short-term disability, ancillary benefits, travel perks, and more! RTX contributes to an ESOP and is an EOE!
Position Summary
Supervises and coordinates activities of workers providing telephone customer support. Directly supervises 13-16 employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include: interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Essential Duties and Responsibilities
- Make necessary changes in staffing based on day of week, sales promotions, other anticipated events, and PBX data.
- Monitors productivity of Member Services Representatives and reviews performance reports.
- Reviews PBX data to monitor the customer experience and subordinate statistics.
- Monitoring of individual, team, and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets. Coaches subordinates as needed.
- Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies.
- Answers questions and recommends corrective services to address customer complaints.
- Communication and follow-up to ensure representatives are fully informed of all new information related to products, procedures, customer needs, and company-related issues, changes or actions.
- Keys information into computer to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints.
- Reviews work procedures, follows pre-determined work schedules, and expedites workflow.
- Studies and standardizes procedures to improve efficiency of subordinates.
- Maintains harmony among workers and resolves grievances.
- Prepares composite reports for management from individual reports by subordinates.
Core Competencies
- Problem-Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem-solving situations; uses reason even when dealing with emotional topics.
- Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets all commitments.
- Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification.
- Teamwork - Contributes to building a positive team spirit.
- Management - Includes staff in planning, decision-making, facilitating, and process improvement; takes responsibility for subordinates' activities and actions; makes self-available to staff; provides regular performance feedback; develops subordinates' skills and encourages growth; solicits and applies customer feedback (internal and external); fosters quality focus in others; improves processes, products, and services; continually works to improve supervisory skills.
- Attendance/Punctuality - Is consistently at work and on time as scheduled; ensures work responsibilities are covered when absent.
Qualifications
Qualifications
Education/Experience
- Bachelor's degree (B. A.) from 4-year college or university; OR
- 1-to-2 years related experience and/or training; OR
- Equivalent combination of education and experience.
Skills Needed
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to write routine reports and correspondence.
- Ability to speak effectively before groups of customers or employees of organization.
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- To perform this job successfully, an individual should have knowledge of proprietary software; Microsoft Outlook, Excel, and Word software, as well as Internet Explorer or comparable internet browser.
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk and talk or hear
PHYSICAL REQUIREMENTS
N (Not Applicable) |
Activity is not applicable to this occupation. |
O (Occasionally) |
Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day) |
F (Frequently) |
Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day) |
C (Constantly) |
Occupation requires this activity more than 66% of the time (5.5+ hrs/day) |
Physical Demands |
Lift/Carry |
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Push/Pull |
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Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.