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)
Handles a variety of member service calls in a prompt, courteous and professional manner including calls that require problem resolution
Major Duties and Responsibilities
Interpersonal Skills
Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or
outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as
advising or referring, which commonly require shorter discussions.
Other Skills
• Must have excellent written and verbal communication and organizational skills
• Must be able and willing to work flexible hours to accommodate department needs
• Should be able to operate well in a fast paced environment
• Must be able to calmly and professionally handle discontented callers
• Good telephone manner
Hours fulltime.
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