ABLETO, INC. Supervisor, Engagement Center Salary in the United States

Do you enjoy helping others develop their customer service skills and understand the advantages of a team environment and what it takes to thrive in one? Then you may be perfect for our Supervisor job.

We’re looking for a talented and passionate individual to join our team and to lead the customer service team to greater heights. You’ll supervise approximately 30-40 full-time employees who are in contact with our members in person and via email, phone, live chat and other methods. We’d love to hear from candidates who have reduced employee turnover at previous or current companies and who have made their employees’ otherwise “humdrum” customer service jobs into something of a calling.

This position is focused on providing leadership and overall supervision to AbleTo’s Engagement Center. 

The supervisor is responsible for performance management and development of a team of  Engagement Center Specialists who work in office or remotely. 

• Lead by example in all aspects of performance and be respectful in all interactions
• Inspire confidence in AbleTo and our mission
• Maintain a positive attitude and foster an environment/morale that establishes trust and supports our culture
• Assess team performance and provide effective leadership/coaching/mentoring to meet or exceed all EC KPIs
• Collaborate with Call Quality Associate to provide effective feedback and drive improvement
• Conduct frequent and consistent individual employee update meetings to ensure clarity of employee standing, development and accountability
• Ensure adherence to established processes through disciplined oversight and ongoing feedback
• Analyze data, detect trends/issues and provide solutions
• Contribute proactively to process improvement and knowledge sharing
• Maintain a high level of professional communication at all levels – both written and verbal
to internal and external customers

Core Hours:

9:00am to 6:00pm EST Monday through Friday
10:00am to 6:00pm EST Saturday
Schedule is 4 weekdays and alternating Saturdays (40 hour work week)

Education/Experience:

• Bachelor’s Degree preferred
• 2-3 years supervisory experience required in an environment focused on direct-to-consumer sales with superb client service
• Strong management experience and a proven track record of increased production and team performance success
• Outbound Call Center experience highly preferred
• 2-3 years of Call Center experience required

Competencies:

• Ability to provide leadership, mentor, guidance, and support
• Ability to manage fairly and equitably across a diverse workforce
• Be comfortable with change, ambiguity, novelty, and complexity
• Ability to be flexible, fluid and reprioritize as necessary
• The ability to energize, motivate and inspire others
• Ability to plan, execute, check results, and improve on a continuing basis
• Discipline and organize to handle multiple tasks simultaneously
• Excellent written and verbal communication skills
• Bilingual preferred (English-Spanish)