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)
Type: Full-time
Classification: Exempt
Reports to: SVP of Operations
Location: Hybrid - Lawrence, MA
The Associate Director, Contact Center focuses on leading the day-to-day operations and people management aspect of the contact center. This role emphasizes operational and team leadership, staff training, development, accountability, and the cultivation of a high-performing and inclusive work environment. The position reports to the SVP of Operations and plays a critical role in driving the contact center's operational success and services through effective people management, streamlined processes, and decision making based on data analysis and trends.
Responsibilities:
Minimum Qualifications
Minimum Skills
Benefits and Compensation
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the incumbent for this position. Duties, responsibilities, and activities may change at any time with or without notice.
ASG is strongly committed to diversity and a workplace environment that respects, appreciates and values employee differences and similarities. By providing and supporting a work culture that fosters and builds upon diversity and its strengths, ASG will better serve our clients and communities through its services. ASG is an employment at-will organization and an equal opportunity employer committed to maintaining a work environment free from discrimination on the basis of age, amnesty, ancestry, color, creed, disability, gender, gender identity, gender expression, genetic information, marital status, national origin, pregnancy, race, religion, sex, sexual orientation, covered veteran status, national guard or reserve unit duty obligations, or any other category protected by law (“protected class status”) and in accordance with applicable federal, state, and local laws. ASG complies with applicable federal, state, and local laws governing non-discrimination in employment.
ASG participates in the E-Verify program and upholds candidates and employee rights. Additionally, ASG complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, or any additional information on the content above, please contact People Operations by email at people@discoverasg.com.
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