Call Center Supervisor-Remote
Posted on :
02-07-2024
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Job Description
Job Title: United Call Team Supervisor
Location: Maine or New Hampshire Remote from either location.
We are looking for a skilled UCT (United Call Team Supervisor) 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.
Candidates will need to live in the NNE region NH or ME and be close to one of our local offices.
JOB DESCRIPTION:
Role and Responsibilities
Qualifications Criteria Certifications Endorsements and Educational Requirements:
Bachelor’s and/or 5 years’ experience in call center management required
•Retirement planning and profit sharing
•Employer paid short/long term disability
•Employer funded HSA account
•Employer Sponsored Employee Assistance Program
•Tuition Reimbursement Access to inhouse learning portal
Location: Maine or New Hampshire Remote from either location.
We are looking for a skilled UCT (United Call Team Supervisor) 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.
Candidates will need to live in the NNE region NH or ME and be close to one of our local offices.
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 representative’s 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:
Bachelor’s 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
Company has a vision to be the premiere energy company within the United States. They pride themselves on delivering excellent customer service to all of their customers both internal and external. They have a collaborative work style and make decisions based on analytics and best practices. Company encourages work/life balance as seen in their above industry standard PTO program as well as the flexible work schedules they offer.
Benefits:
Company benefit package is designed with the employee in mind and includes excellent health coverage generous paid time off flexible scheduling and much more!
•Retirement planning and profit sharing
•Employer paid short/long term disability
•Employer funded HSA account
•Employer Sponsored Employee Assistance Program
•Tuition Reimbursement Access to inhouse learning portal
Employment Type
Full Time
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