Contact Center Scheduling Supervisor leads contact center scheduling function daily activities. Responsible for contact center workforce scheduling to ensure high utilization rate and operational needs. Being a Contact Center Scheduling Supervisor coordinates with management to forecast headcount needs and develop staffing plan. Provides recommendations for improving contact center scheduling and operations. Additionally, Contact Center Scheduling Supervisor advanced analytical skills are typically required. Typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Scheduling Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Contact Center Scheduling Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
Job Description
As a Call Center Sales Supervisor, you will be expected to be a subject matter, problem-solving expert while serving as a coach, trainer, and mentor for sales agents. The Call Center Sales Supervisor is expected to model appropriate behaviors/skills and be able to identify those characteristics to train and coach.
Job Duties
• Supervise a team of sales agents, offering guidance and support while monitoring their performance and productivity.
• Supervisor is responsible for delivering on and improving team KPIs and Agent performance.
• Actively participate in interviewing, hiring, onboarding and termination processes
• Provide ongoing, timely employee reviews and documentation.
• Establish a high standard for productivity, quality, and customer experience.
• Manage daily activities of agents and uphold professional and ethical marketing practices.
• Maintain an upbeat, professional, and motivated demeanor at all times, provide positive reinforcement, and mentoring agents.
• Train team members and ensure proper execution of calling procedures and sales techniques.
• Monitor calls, coach, and counsel sales agents.
• Continuously motivate team members to develop a highly professional, positive, healthy yet competitive work environment.
• Initiate programs and ideas to improve performance and operations.
• Take appropriate and timely action in responding to employee concerns or personnel issues.
• Track day-to-day team performance and attendance reports.
• Maintain consistent professional improvement through company-provided workshops, tracking call center trends and active participation in team projects.
Minimum Education and Experience
Internal candidates: