Unified Call Team Supervisor

My name is Nick Davis and I am with VSV WINS INC staffing Company. Were currently recruiting for a role that we think would be a great fit for someone with your skills and experience. Would you be open to learning more about this I have included a brief job description below to help you better understand the qualifications we are looking for:

Job Title: Unified Call Team Supervisor

Location: Concord NH

Duration: Full Time Permanent

Shift: 8 hours a day 40hours a week

Pay range: USD According to experience Annually/Yearly benefits

MustHaves

1Candidate will need to live in the NNE region NH or ME and be close to one of our local offices.

2 Bachelors and/or 5 years experience in call center management required

3 Your work schedule is often Monday to Friday and will include rotations for Saturday as well as on call coverage on a regular basis hours vary based off of workload.

JOB DESCRIPTION

We are looking for a skilled UCT Supervisor to manage daily operations and personnel aiming for maximum efficiency and costeffectiveness. You will also ensure that technology is utilized to a maximum and that staff are wellorganized and productive. As the supervisor you must be an organized reliable and resultsdriven professional; have a practical mind to solve problems on the spot partnered with an ability to see the big picture and make improvements. The goal is to do everything possible to attain goals and achieve great results for our company.

JOB DESCRIPTION:

Role and Responsibilities

Work with manager to implement objectives analyze call center metrics ensure that the company and staff meet goals and provide reliable efficient support for customers

Develop coach support and evaluate the team:

Provide feedback and coaching timely

Evaluate and coach back customer service skills to assure consistent quality

Foster/mentor a consistent positive cooperative courteous and professional attitude

Manage attendance

Administer disciplinary action as necessary

Recognize and reward excellent team performance

Answering representatives questions guiding them through difficult calls or issues diffusing angry customers or handling issues that cannot be fielded by representatives

Leading team meetings asking questions to better understand the calls representatives are receiving educating and coach workers regarding processes and practices and explain expectations to employees

Assisting other management team members in identifying trends and establishing call center goals

Ensuring staff members are achieving desired service levels and taking corrective action as needed Preparing reports and analyzing call center data to improve processes ensure resources are properly allocated and maximize efficiency and customer satisfaction

Taking on other tasks or projects to support employees other managers and call center operations.

Develop standards processes procedures and documentation to support quality and service goals involving triage and assignment of incoming calls to closing a call with a satisfied customer

40 plus hours and more in the heating season potential weekend coverage during that time as well

Availability between 8am5pm but could be different depending on the needs of the business

Some travel will be required

Qualifications Criteria Certifications Endorsements and Educational Requirements

Bachelors and/or 5 years experience in call center management required

Your work schedule is often Monday to Friday and will include rotations for Saturday as well as on call coverage on a regular basis hours vary based off of workload.

Ability to multitask and remain calm under pressure especially during peak hours or intense situations

Exceptional interpersonal customer service problemsolving verbal and written communication and conflict resolution skills

Knowledge of management principles and familiarity with company products services and policies

Strong coaching and leadership skills ability to motivate employees

Decisiveness and attention to detail

Proficiency with necessary technology including computers software applications phone systems etc.

Polite professional phone voice