Inbound Contact Center Senior Supervisor

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Inbound Contact Center Senior Supervisor supervises inbound contact center agents and operations focusing on selling products or services. Monitors metrics and targets for service volume, sales, and timeliness. Being an Inbound Contact Center Senior Supervisor responds to escalated calls with remedies or solutions. Implements sales and product training to update staff on product and service offerings, customer response standards, scripts, operational policies, and procedures. Additionally, Inbound Contact Center Senior Supervisor prepares staff work schedules to ensure coverage and coordinate training. May require a bachelor's degree. Typically reports to a manager or head of a unit/department. The Inbound Contact Center Senior Supervisor supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be an Inbound Contact Center Senior Supervisor typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes.