Call Center Supervisor
Call Center Supervisor - (Germantown, WI)
I. Job Summary The ICQ Supervisor will work with a team of Inside Commercial Representatives (ICR's) to serve as the end-to-end point of contact for our customers. The Supervisor will be responsible for the supervision and coaching of ICR's to exceed our customer's expectations. II. Essential Duties and Responsibilities include the following. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned. Establishes and maintains a high level of customer satisfaction with all customer transactions. Communicates to and work with the Market Area Management to help resolve escalated or unique customer issues. Ensures team members meet or exceed sales call activity goals for new sales, lead generation and contact productivity. Executes ongoing training that provides both formal training and informal coaching sessions to Inside Commercial Representatives. Encourages feedback and is available to answer questions, provide direction and/or offer assistance when needed. Perform call monitoring, coach and motivate a team through continuous improvement to exceed department goals Maintain a high quality work environment and motivate ICR's to perform at their highest level Effectively utilize time management skills to manage multiple priorities and assist in escalated calls resolution Team player who takes initiative to build an internal/external excellence in the service environment Manage information flow to employees through effective meetings, memos and other communications channels Exceptional organizational skills and the ability to prioritize departmental functions in order to meet due dates and deadlines Create and deliver Performance Coaching Plans for CSRs Able to create and facilitate Huddles on a daily, weekly and monthly basis Deliver agents scorecards based on performance, attendance, and team participation in an effective and timely fashion Sets up and maintains accurate customer records for all customer interactions. This includes prospect data, contracts, orders, service changes and Service Machine documentation. III. Supervisory Responsibilities The highest level of supervisory skills required in this job is the management of non-supervisory employees. This includes: Direct supervision of up to 12 full-time employees, including: IV. Work Environment Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc) most of the work day ; Required to exert physical effort in handling objects less than 30 pounds rarely ; Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc) rarely ; Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely ; Normal setting for this job is: office setting.