Inbound Contact Center Supervisor supervises inbound contact center agents and operations focusing on selling products or services. Monitors metrics and targets for service volume, sales, and timeliness. Being an Inbound Contact Center Supervisor responds to escalated calls with remedies or solutions. Implements sales and product training to update staff on product and service offerings, customer response standards, scripts, operational policies, and procedures. Additionally, Inbound Contact Center Supervisor prepares staff work schedules to ensure coverage and coordinate training. May require a bachelor's degree. Typically reports to a manager or head of a unit/department. The Inbound Contact Center 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 an Inbound Contact Center 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)
Education at Work is an innovative, mission driven business process outsourcing (BPO) company putting college students at the forefront of our unique business model. As a rapidly growing company with a start-up mindset, we are committed to fostering a collaborative environment and entrepreneurial culture which values and progresses out of the box thinkers and savvy problem solvers.
Are you a leader who likes to inspire, empower, and motivate?
If yes, we want you to join Education At Work.
Education At Work is an innovative, mission driven BPO company putting college students at the forefront of our organization. As a rapidly growing company, we are committed to fostering a collaborative environment which values culture, out of the box thinkers and problem solvers.
As part of our valued team, you will lead a dynamic group of contact center agents. You will use your supervisory and communication skills to monitor, coach, and provide specific feedback to meet performance requirements, including quality, productivity, attendance, compliance, and related disciplinary issues.
What’s in it for you?
· Base Salary
· 401K
· Paid time off
· Full Benefits
Day in the life of a Call Center Supervisor:
· You will find solutions for every customer.
· Lead a team of 20-25 students.
· Conduct staff meetings with your team and 1:1 coaching with your agents to hold accountability.
· Answer questions from staff and provide guidance, feedback, and mentorship.
· Facilitate open lines of communication with agents
· Maintain a healthy work environment through team building.
What we are looking for:
· 3 years of call center/contact center experience
· 2 years of leadership/supervisory experience
· You thrive in a fast-paced environment.
· Proficient in Microsoft Suite.
· Model Education At Work values as a leader.
\nTHE AMERICANS WITH DISABILITIES ACT OF 1990 (ADA) PROHIBITS DISCRIMINATION IN COMPENSATION AND EMPLOYMENT OPPORTUNITIES AGAINST QUALIFIED INDIVIDUALS WITH DISABILITIES. TO DETERMINE WHETHER AN INDIVIDUAL IS QUALIFIED, THE ESSENTIAL FUNCTIONS OF EACH JOB MUST BE IDENTIFIED. ESSENTIAL FUNCTIONS ARE THOSE THAT ARE INTRINSIC TO THE POSITION, AND THAT THE INDIVIDUAL(S) WHO HOLDS THE JOBS MUST BE ABLE TO PERFORM WITH OR WITHOUT REASONABLE ACCOMMODATION.