Inbound Contact Center 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 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 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 Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be an Inbound Contact Center Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
JOB DESCRIPTION:
Victory Automotive Group is seeking a dedicated, supportive Contact Center Supervisor for our Corporate Contact Center. Our ideal candidate pays close attention to detail, uses critical thinking, can communicate effectively, and assist if needed to get work completed within specific time frames. The successful candidate(s) will hire employees and assist in the training process, ensuring that every agent is prepared for their calls. The Contact Center Supervisor will continue to support agents by monitoring their progress, ensuring the agents are meeting expectations, answering questions and providing feedback with ongoing coaching and inspiration opportunities. The Contact Center Supervisor should be analytical, supportive and prepared to act as a resource to agents. A successful Contact Center Supervisor should be supportive, communicative, and attentive. You should be able to assist in effectively solving issues or inquiries, while maintaining the highest level of customer service to our internal and external customers. The candidate(s) will be responsible for assisting with calls, administrative, training and coaching of agents and requires the ability to motivate individuals who love assisting others in person, creating a positive, professional and exciting office environment.
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