Team Supervisor - Oklahoma City, Oklahoma

Consumer Cellular, Inc.

Oklahoma City (OK)

On-site

USD 55,000 - 77,000

Full time

10 days ago

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Benefits offered by this job

Competitive base pay with potential on

Medical insurance (company-paid)

Dental and Vision insurance (company-

401(k) company match

Paid Time Off

6 holidays + floating time

Flexible Spending Accounts

Life and AD&D insurance

Long-Term Disability

Employee Assistance Program

Education reimbursement

Employee rewards program

Job summary

Consumer Cellular, Inc. in Oklahoma City is seeking a Team Supervisor to lead a 15-person customer service team in day-to-day operations, ensuring timely, accurate handling of all communications and adherence to company policies.

You will provide leadership, direction, accountability, and coaching to achieve performance goals and high customer satisfaction. The role reports to the Call Center Manager and requires weekend scheduling, strong written and verbal communication, and the ability to

Qualifications

Minimum of one (1) year of supervisory/leadership experience in a call center, customer service, or collections environment.
Must be able to work weekends and change schedule to meet staffing demands on short notice.
Must possess excellent written and verbal communication skills.
Strong MS Office application skills as well as an aptitude to learn new applications quickly.
Ability to coach and train new staff in all areas as needed and provide a source of knowledge for staff inquiries.
Ability to work effectively both independently and in a team environment.
Ability to exercise independent judgment and discretion in performing duties.
Must be a self-starter and utilize a proactive approach to achieve results.
Communication – bilingual English/Spanish preferred (fluency test required for Bilingual opportunity).

Responsibilities

Coach, motivate, and inspire team members to achieve and exceed performance goals.
Monitor service calls to observe customer service representatives’ demeanor, technical accuracy, and conformity to company policies; provide feedback and development as needed.
Partner with peers and other members of leadership to support agents and maximize customer satisfaction.
Monitor and analyze team performance to strategically assist in the development of their team’s skills.
Field questions from customer service representatives and recommend changes to address how to alleviate customer complaints.
Minimize customer escalations through effective coaching and support as well as handle issues that have escalated above your team.
Conduct salary reviews, performance reviews, and career development sessions with direct reports.
Possess and maintain a thorough knowledge of telecommunications industry information.
Proactively and positively communicate corporate messages and changes; provide constructive feedback to leadership as needed.
Effectively use recognition, coaching, training, and other tools to lead the team and inspire industry-leading performance, accountability, attendance, and employee retention.
Partner with Human Resources to conduct any necessary investigations, deliver disciplinary actions, including separations, and document all interactions and communications.
Partner with Talent Acquisition to interview new candidates for various customer service roles.
Demonstrate strong interpersonal communication, time management, and multi-tasking skills.
Also responsible for other duties/projects assigned by leadership as needed.

Job description

Our Commitment to You

At Consumer Cellular, recruiting is human. Every application is reviewed by a real member of our Talent Acquisition team because we believe the people behind the résumé matter just as much as what's on it. All official communication from Consumer Cellular will come from a @consumercellular.com email address or through our verified texting platform, which will only be used to schedule interviews. We will never ask for personal and financial information during the recruiting process. If you receive outreach that doesn't match these criteria, please do not engage and feel free to verify directly at talentacquisition@consumercellular.com.

Job Summary

The Team Supervisor will lead a team of approximately 15 customer service employees in day-to-day Customer Service operations to achieve and exceed performance expectations. This position is responsible for ensuring all communications (telephones, emails, etc.) directed to the Customer Service Center are handled appropriately. The Team Supervisor provides leadership, direction, accountability, and coaching to ensure adherence to company policies and procedures. The Team Supervisor reports to the Call Center Manager.

Essential Functions (Other Job Duties May Be Assigned)

Coach, motivate, and inspire team members to achieve and exceed performance goals.
Monitor service calls to observe customer service representatives’ demeanor, technical accuracy, and conformity to company policies; provide feedback and development as needed.
Partner with peers and other members of leadership to support agents and maximize customer satisfaction.
Monitor and analyze team performance to strategically assist in the development of their team’s skills.
Field questions from customer service representatives and recommend changes to address how to alleviate customer complaints.
Minimize customer escalations through effective coaching and support as well as handle issues that have escalated above your team.
Conduct salary reviews, performance reviews, and career development sessions with direct reports.
Possess and maintain a thorough knowledge of telecommunications industry information.
Proactively and positively communicate corporate messages and changes; provide constructive feedback to leadership as needed.
Effectively use recognition, coaching, training, and other tools to lead the team and inspire industry-leading performance, accountability, attendance, and employee retention.
Partner with Human Resources to conduct any necessary investigations, deliver disciplinary actions, including separations, and document all interactions and communications.
Partner with Talent Acquisition to interview new candidates for various customer service roles.
Demonstrate strong interpersonal communication, time management, and multi-tasking skills.
Also responsible for other duties/projects assigned by leadership as needed.

Required Experience

Minimum of one (1) year of supervisory/leadership experience in a call center, customer service, or collections environment.
Must be able to work weekends and change schedule to meet staffing demands on short notice.
Must possess excellent written and verbal communication skills.
Strong MS Office application skills as well as an aptitude to learn new applications quickly.
Ability to coach and train new staff in all areas as needed and provide a source of knowledge for staff inquiries.
Ability to work effectively both independently and in a team environment.
Ability to exercise independent judgment and discretion in performing duties.
Must be a self-starter and utilize a proactive approach to achieve results.
Communication – while the ability to communicate professionally and politely is required, we have customers who need effective communication in both Spanish and English. The ability to communicate, verbal and written, in both Spanish and English is preferred. (Ability to successfully pass a fluency test is required to be considered for the Bilingual opportunity).

About Consumer Cellular

Founded in 1995, Consumer Cellular is the first wireless provider unapologetically built for Americans 50+. An approved wireless partner of AARP, Consumer Cellular is trusted by more than 4 million subscribers for affordable plans, popular phones and devices, and great nationwide coverage, all backed by top-rated, 100% U.S. based customer support. Based in Scottsdale, AZ, with 3,000 employees in company locations throughout the U.S., Consumer Cellular has earned recognition as the most awarded wireless brand for customer service. The company has been honored as #1 in customer service in its industry numerous times and, in 2024, ranked #1 in network coverage and customer satisfaction among wireless carriers by American Customer Satisfaction Index (ACSI). Additionally, the company has been featured 12 times on the Inc. 5000 list of the fastest-growing privately held U.S. companies. Consumer Cellular phones, devices and plans are available nationwide through our company-owned neighborhood stores, online at ConsumerCellular.com, by phone at (888) 345-5509, and at leading retailers including Walmart. Connect with Consumer Cellular on Facebook, Instagram, and Youtube for tutorials, features, applications, and company news.

Pay & Benefits Data (in accordance with the Equal Pay and Opportunities Act)

Minimum Salary: $54,600
Maximum Salary: $76,650

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. Our Talent Acquisition team are able to answer any additional questions you may have as you move through the selection process. As part of our Total Rewards package, Consumer Cellular, Inc. offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, and emotional wellbeing.

Competitive base pay with potential for shift differential, overtime and bonus pay
Medical insurance (98% company-paid for full-time employee only coverage)
Dental and Vision insurance (100% company-paid for full-time employee only coverage)
401(k) company match of 100% up to 6% of your pay
Discounted Consumer Cellular wireless phone plan for employees
Paid Time Off (PTO) available following a 30-day waiting period*
6 company-paid holidays plus 16 hours of floating holiday accrual per year
Flexible Spending Accounts (FSA) for health care and dependent care expenses
Life and AD&D insurance equal to 1x your annual earnings (100% company-paid)
Long-Term Disability insurance (100% company-paid)
Employee Assistance Program (100% company-paid)
Education reimbursement
Employee rewards program
Accrue up to 40 hours in 1st year for hourly positions and up to 120 hours for salaried positions.