Virtual Apron Contact Center Supervisor (Countertops) - Remote

Lensa; Atlanta (GA); Remote; USD 57,000 - 74,000; Full time

Job summary

A leading company in IT services is seeking a Contact Center Supervisor in Atlanta, GA. This mid-senior level role involves overseeing a team to ensure quality customer interactions and achieving departmental goals. The ideal candidate will have strong leadership skills, a focus on customer satisfaction, and experience in performance management.

Qualifications

• 1+ year of previous leadership experience preferred.
• Working knowledge of Microsoft Office Suite and HRIS software.
• Must be 18 years of age or older and legally permitted to work in the U.S.

Responsibilities

• Supervise day-to-day operations of the contact center team.
• Provide training, coaching, and performance management for associates.
• Analyze department results and identify operational improvements.

Skills

Action Oriented

Collaborates

Drives Engagement

Communicates Effectively

Customer Focus

Drives Results

Education

High school diploma and/or GED

Tools

Microsoft Office Suite

Tableau

Presentation software

HRIS software

Job description

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Position Purpose

The Contact Center Supervisor leads and coaches assigned team in a manner that assures quality customer interaction, builds and retains customer relationships and is committed to the timely delivery of company products and services. They contribute to the overall success and profitability of the contact center by ensuring that assigned team meet and/or exceed department goals and objectives. They are accountable for the direct supervision of the work activities of others; this includes personnel issues-including selection, termination, performance appraisal and professional development of subordinates. The Contact Center Supervisor leads a team of associates in executing strategies and objects set forth by management and is responsible for recruiting, hiring, training and managing customer service associates to achieve department and position goals. Incumbent should be self-motivated and able to motivate others to work as a team. The Contact Center Supervisor must be able to effectively communicate verbally and in writing with all internal and external stakeholders.

Key Responsibilities

• 50% - Action Oriented - Directly organizes and supervises day-to-day operations and activities of a contact center team in order to achieve key performance goals; Including accurate and timely handling of customer transactions, monitoring associate productivity and service levels for quality; ensuring proper associate scheduling; Leads by example the execution of strategies, objectives, and specific goals set forth by management to ensure internal and external customer needs are met. Optimizes diverse talent through a demonstrated commitment to equal employment opportunity.
• 20% - Drive Engagemnet - Supports the building and developing of an effective and high performing team through training, coaching, and development; Provides hands on daily coaching in order to improve and maintain team performance and is directly responsible for performance management process (evaluations, mentoring, corrective action, hiring) for direct reports; Leads and directs in a manner that inspires.
• 15% - Drives Results - Maintains statistics for individual direct reports, analyzes department results, troubleshoots operational problems and completes team reports as required; Works with contact center managers to identify operational improvements, identify opportunities for contact center efficiency and interdepartmental partnership.
• 15% - Manages Conflict - Identifies and analyzes escalated problems and provides guidance to direct reports for resolution; Serves as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction; Answers front line customer inquiries.
  
  

Direct Manager/Direct Reports

• This position reports to Contact Center Manager
• This position has 6+ direct reports
  
  

Travel Requirements

• No travel required.
  
  

Physical Requirements

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions, there may be a need to move or lift light articles.
  
  

Working Conditions

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
  
  

Minimum Qualifications

• Must be 18 years of age or older.
• Must be legally permitted to work in the United States.
  
  

Preferred Qualifications

• Working knowledge of Microsoft Office Suite
• Working knowledge of Tableau
• Working knowledge of presentation software (e.g., Microsoft PowerPoint)
• Working knowledge of HRIS software (e.g., IBM Kenexa, PeopleFluent, Tesseract)
  
  

Minimum Education

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
  
  

Preferred Education

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
  
  

Minimum Years Of Work Experience

• 1
  
  

Preferred Years Of Work Experience

• 1
  
  

Minimum Leadership Experience

• No previous leadership experience
  
  

Preferred Leadership Experience

• 1+ year of previous leadership experience
  
  

Certifications

• None
  
  

Competencies

• Action Oriented
• Collaborates
• Drives Engagement
• Communicates Effectively
• Customer Focus
• Drives Results
  
  

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. - $57,400.00 - $74,000.00

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

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