Supervisor Operations, Seasonal (#P1-5864767-1)

Resultcx; United States; A distancia; USD 45.000 - 60.000; Jornada completa

Descripción de la vacante

ResultsCX in Collinsville, US, seeks a Supervisor Operations, Seasonal to lead a team of 10+ agents and drive customer service excellence. The role focuses on coaching, performance management, and hands-on support to agents and clients.

The position requires strong mentoring, KPI achievement, and solid communication skills, with a capability to multitask and manage a dynamic call center environment.

Formación

• Experience mentoring staff in a call center environment.
• Proven ability to exceed KPIs in a target-driven setting.
• Strong inbound call center knowledge and customer service skills.
• Excellent verbal and written communication abilities.
• Analytical mindset with troubleshooting capability.

Responsabilidades

• Directly manage a team of 10+ agents with input on hiring, discipline and payroll documentation.
• Identify, prioritize and coach agent development areas.
• Document resolutions and notes for accounts.
• Assist agents with product/account functionality and basic troubleshooting.
• Maintain performance levels required by the client and up-to-date knowledge from updates and trainings.
• Provide motivational techniques to improve team morale and environment.
• Conduct phone call monitoring and desk-side coaching to ensure service levels.

Conocimientos

Mentor experience

KPI achievement

Inbound call center

Phone skills

Analytical skills

Troubleshooting

Coaching

Team leadership

Descripción del empleo

Supervisor Operations, Seasonal

Full Location: Collinsville - US

Are you positive, motivated and ready to learn in a fast-paced environment? This is an opportunity to work in a friendly atmosphere, be recognized for your success, and make a difference. At ResultsCX, we are focused on providing exceptional customer service to our clients and making the communities we live and work in a better place to be.

The Supervisor Operations, Seasonal role provides World-class support to the Call Center Agents and our clients' customers, as well as consistently driving to exceed performance targets. The supervisor supports and develops RAs by providing and delivering a Best-In-Class level of coaching in areas of call center performance, customer service, technology, and professional development.

Specifically, the Supervisor Operations, Seasonal role will work across the matrix on a regional basis to interview and close candidates for all assigned regions. The role will be hands-on and subjected to daily quotas that entail interviewing and offer ratios.

In this role you will:

• Directly manage team of 10 or more agents, including the provision of significant input on hiring, appropriate discipline, discharge, and insuring accuracy of inputs regarding payroll documentation
• Identify, Prioritize and Coach agent development areas
• Directly manage team of 10 or more agents
• Document account resolutions, issues, and general notes.
• Assist agents with functionality and basic troubleshooting of product or account issues for the customers
• Maintain target levels of performance required by the client
• Maintain up-to-date level of product and procedural knowledge by being attentive to and acting upon information advised in email updates, team meetings, trainings and other briefings.
• Provide appropriate motivational techniques to promote team building and to increase team and Call Center morale.
• Help maintain a good team and working environment
• Multitask, listen, input data, probes, and proves solutions to the agents.
• Ensure that all Agent reference materials are up to date.
• Undertake duties of a general nature or additional tasks as business requires from time to time
• Conduct mandatory phone call monitoring and desk-side coaching to ensure that all agents are providing the levels of customer service that is required.
• Ensure that agents have working equipment and all items needed to do their job.

To join our team, you need:

• Consistent attendance and punctuality.
• Experience as a Mentor.
• Ability to exceed KPI's.
• Proficient knowledge of inbound contact center environment.
• Excellent phone skills, customer service skills, analytical and troubleshooting expertise.
• Solid verbal and written communication skills.
• The Ability to multi-task, handle escalated calls and upset customers in a professional and courteous manner.
• A flexible schedule.
• Analytical and troubleshooting expertise.
• Ability to develop and motivate a team.
• Superb listening, probing, negotiation and deescalation skills