Inbound Contact Center Supervisor jobs in Concord, NC

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)

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Contact Center Specialist
  • University of North Carolina Charlotte
  • Charlotte, NC FULL_TIME
  • Contact Center Specialist
    Please see Special Instructions for more details.
    This posting will be used to fill positions as they become vacant. Please note that contact regarding applicant status may be delayed due to the department's hiring needs.

    This posting will fill both Permanent - Full-Time and Time-Limited - Full-Time vacancies.

    • For Time-Limited vacancies, additional funding for positions is anticipated but not guaranteed. If the funding is received then the position will continue until approved funding has been exhausted. If the funding is not received then the position will expire at the date communicated by the hiring manager.

    UNC Charlotte Benefits Information:
    The finalist will be subject to a Criminal Background Check.

    Please upload reference information including Names (position titles and company/institutions), addresses, phone numbers, and email addresses of at least two current/previous supervisors.

    • The Search Committee will not contact references without first verifying permission with the finalist.

    Please ensure your full range of knowledge, skills, abilities, experience, and education are listed on your application.

    • Do not write 'see resume' on your application when completing the job duties section.

    When answering the questions at the end of the application, please ensure your application reflects the knowledge, skills, abilities, and experiences to support your answers (see the job duties section of previous employment).

    Please submit a resume and cover letter with your application.

    • These documents will be used to evaluate your written communication skills as well as supporting documents of your knowledge, skills, abilities, education, and professional experience.
    Position Information
    General Information

    Vacancy Open to All Candidates
    Employment Type Time Limited - Full-time
    If time-limited, note appointment end date
    Hours per week 40
    Months per year 12
    Position Number CCS002
    NC Salary Grade Equivalency GN07
    Classification Title Student Services Specialist - Journey
    Working Title Contact Center Specialist
    Salary Range $39,058 - $48,823
    Anticipate Hiring Range $39,058 - $46,000
    FLSA Status Non Exempt
    Division Academic Affairs
    Department Enrollment Management (Adm)
    Work Unit Niner Central
    Work Schedule
    Structured schedule during the operating hours of 7:30 am to 5:30 pm Monday - Friday (8-hour shift) and on occasions weekends and nights as required for Student Event Days. Hybrid teleworking schedule.

    Ability for flexibility to provide coverage for recruitment and enrollment events throughout the year that are outside of the general working hours for this position.

    Can be deemed as mandatory staff positions during crisis communication events as identified by the Chancellor.
    Primary Purpose of Position
    This posting will be recruiting for Permanent Full-Time and Time-Limited Full-Time positions that become vacant throughout the year.

    The primary purpose of the Niner Central Student Services and Care Management Specialist position is to provide front line counseling, superior customer service and support, and holistic problem resolution in the areas of registration, financial aid, student accounts and general student inquiries. This position will provide information and service relative to policies, processes and procedures to prospective and current students, parents and other visitors, and perform other duties as assigned. The Student Services and Care Management Specialist may also manage escalated issues from Administrative Support Specialists. The position is expected to troubleshoot student issues and resolve complex issues that may cross over several departments. This position is expected to go beyond just simply answering the question a student may ask, and instead holistically review their record and issues and resolve or provide guidance on multiple issues. This position provides essential feedback and recommendations regarding ongoing process management and improvement of the Niner Central department. These vacancies are either time-limited or permanent positions.
    Minimum Education/Experience
    Required Minimum Qualifications:

    Bachelor's degree; or equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.

    University Preferred Qualifications:

    Graduation from a four-year college or university and two years of administrative or office management experience in the student services or related field; or equivalent.

    All degrees must be received from appropriately accredited institutions.
    Essential Job Duties
    As a Student Services Specialist at UNC Charlotte, your role is to deliver an extraordinary customer service experience for our students and families making it easier to navigate their college experience. You will:
    • Serve as an ambassador for the University presenting a warm, welcoming, approachable, and supportive environment for all our students, their families, and campus guests
    • Demonstrate agility and flexibility in a student-focused, inclusive, and diverse team culture
    • Contribute to student enrollment, recruitment, and retention goals by delivering an extraordinary service experience and accurately managing a high volume of requests via phone, email, chat, and in-person and virtual meetings.
    • Listen effectively, accurately gather and correctly interpret information from students/families to respond to requests related to admissions, registration, financial aid, billing and payments, and other Enrollment or campus office services.
    • Multi-task to manage requests in a timely manner with best practices for de-escalation and call management ensuring first-level resolution by communicating instructions clearly and concisely regarding University policies and procedures
    • Participate and present information at Student Event Days including open houses and orientation sessions.
    • Research and interpret information from a centralized knowledge-base tool and document activities effectively and consistently during service delivery (Salesforce CRM a plus).
    • Maintain a high level of productivity and accuracy for performance with a positive and professional demeanor and appearance in a high-volume, high-performance contact center environment.
    Other Work Responsibilities
    • Demonstrate experience and the following skills, abilities, and expertise:
    • Ability to relate to customers in a professional and courteous manner with a warm, friendly, and supportive tone.
    • Commitment to service and going the extra mile to create an extraordinary customer experience to support students and families.
    • Ability to convey confidence and manage requests with strong attention to detail, exceptional customer service skills, problem-solving, and critical thinking.
    • Excellent telephone listening skills, empathy, and tone with attention to detail while multi-tasking and navigating multiple computer applications accurately and quickly to document information and tasks completed.
    • Assist with identifying, developing, and improving processes along with creating and/or editing forms and publications.
    • Ability to work calmly under pressure and meet deadlines; keep accurate records and maintain confidentiality.
    • Ability to demonstrate flexibility, collaboration, professional maturity, and teamwork to adjust and respond in a fast-paced environment.
    • Ability to effectively receive feedback and coaching for continuous growth and improvement.
    • Other duties and responsibilities may be assigned in support of the needs of students and their families.
    Departmental Preferred Experience, Skills, Training/Education
    • Bachelor's degree and previous experience in higher education preferred.
    • One to three years of telephone operations in a high-volume inbound contact center environment is essential (multi-channel contact center environment experience is a plus).
    • Extraordinary customer service skills, with experience in a high-performance, high-volume contact center environment.
    • Ability to successfully adhere to a structured schedule during the operating hours of 7:30 to 5:30 pm (8-hour shift assignments) M-F and on occasions as required for Student Event Days.
    • Demonstrated excellent written and verbal communication skills.
    • Technical Aptitude.
    • Salesforce experience is a plus.
    • Contribute to a healthy workplace and team environment with a positive attitude, professional demeanor, time management, and organizational skills. Bachelor's degree.
    • Demonstrated excellent written and verbal communication skills with attention to detail.
    • Demonstrated ability to handle fast-paced/high-volume environment.
    Necessary Licenses or Certifications
    Work Location Hybrid teleworking schedule
    Posting date 02/23/2024
    Closing date 05/20/2024
    Proposed Hire Date 04/01/2024
    Contact Information
    Special Notes to Applicants
    This posting will be used to fill positions as they become vacant. Please note that contact regarding applicant status may be delayed due to the department's hiring needs.

    This posting will fill both Permanent - Full-Time and Time-Limited - Full-Time vacancies.

    • For Time-Limited vacancies, additional funding for positions is anticipated but not guaranteed. If the funding is received then the position will continue until approved funding has been exhausted. If the funding is not received then the position will expire at the date communicated by the hiring manager.

    UNC Charlotte Benefits Information:
    The finalist will be subject to a Criminal Background Check.

    Please upload reference information including Names (position titles and company/institutions), addresses, phone numbers, and email addresses of at least two current/previous supervisors.

    • The Search Committee will not contact references without first verifying permission with the finalist.

    Please ensure your full range of knowledge, skills, abilities, experience, and education are listed on your application.

    • Do not write 'see resume' on your application when completing the job duties section.

    When answering the questions at the end of the application, please ensure your application reflects the knowledge, skills, abilities, and experiences to support your answers (see the job duties section of previous employment).

    Please submit a resume and cover letter with your application.

    • These documents will be used to evaluate your written communication skills as well as supporting documents of your knowledge, skills, abilities, education, and professional experience.
    Posting Specific Questions

    Required fields are indicated with an asterisk (*).

    1. * How did you hear about this employment opportunity?
      • UNC Charlotte Website
      • HERC Job Board
      • Inside Higher Education
      • Circa (formerly known as Local JobNetwork)
      • Another Website
      • Agency Referral
      • Advertisement/Publication
      • Personal Referral
      • Other
    2. Where did you learn about this posting?

      (Open Ended Question)

    3. * What high (50 requests daily) volume contact center organizations have you worked for previously? Please describe your job duties in the organizations.

      (Open Ended Question)

    4. * Do you have previous experience in higher education industry? If yes, please explain your experience.

      (Open Ended Question)

    5. * Do you have 2 years experience in customer service?
      • No
      • Yes
    6. * Please describe your customer service skills and your understanding of "customer service."

      (Open Ended Question)

    7. * Do you have previous experience using Salesforce?
      • No
      • Yes
    Applicant Documents
    Required Documents
    1. Resume / Curriculum Vitae
    2. Cover Letter / Letter of Interest
    Optional Documents
    1. Contact Information for References

    The University of North Carolina at Charlotte is an Affirmative Action/Equal Opportunity employer and an ADVANCE Institution that strives to create an academic climate in which the dignity of all individuals is respected and maintained. Women, minorities, veterans, and individuals with disabilities are encouraged to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability, gender identity or sexual orientation.


     

  • 21 Days Ago

U
Contact Center Specialist
  • UNC Charlotte
  • Charlotte, NC FULL_TIME
  • General Information Vacancy Open to All Candidates Employment Type Time Limited - Full-time If time-limited, note appointment end date Hours per week 40 Months per year 12 Position Number CCS002 NC Sa...
  • 24 Days Ago

M
Contact Center Manager
  • Morris-Jenkins
  • Charlotte, NC FULL_TIME
  • Overview Mr. Jenkins Told Me You’re the Kind of Leader That Inspires! You love guiding and developing teams, you’re not afraid to make decisions, love building relationships and hungry to learn to bes...
  • 15 Days Ago

T
Contact Center Sales Representative I
  • TruGreen
  • Harrisburg, NC FULL_TIME
  • R2087610084410830 Quality Drive, Charlotte, North Carolina 28278TruGreen accepts applications on an ongoing basis. Job Description TruGreen Contact Center Sales RepresentativeEvery TruGreen associate ...
  • 1 Month Ago

T
Contact Center Sales Representative I
  • TruGreen
  • Monroe, NC FULL_TIME
  • R2087610084410830 Quality Drive, Charlotte, North Carolina 28278TruGreen accepts applications on an ongoing basis. Job Description TruGreen Contact Center Sales RepresentativeEvery TruGreen associate ...
  • 1 Month Ago

T
Contact Center Sales Representative I
  • TruGreen
  • Indian, NC FULL_TIME
  • R2087610084410830 Quality Drive, Charlotte, North Carolina 28278TruGreen accepts applications on an ongoing basis. Job Description TruGreen Contact Center Sales RepresentativeEvery TruGreen associate ...
  • 1 Month Ago

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0 Inbound Contact Center Supervisor jobs found in Concord, NC area

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Supervisor - Customer Service - Remote
  • Dfinsolutions
  • Charlotte, NC
  • Title: Supervisor - Customer Service - Remote Location: Charlotte, NC, US Description: Donnelley Financial Solutions (DF...
  • 3/29/2024 12:00:00 AM

S
Customer Service Representative
  • Suburban Propane, LP
  • Charlotte, NC
  • > > **Customer Service Representative** **Charlotte , NC** **JOB ID: 7867** **JOB CATEGORY: Customer Service** **POSITIO...
  • 3/29/2024 12:00:00 AM

K
Customer Service Representative
  • Key Benefit Administrators, Inc.
  • Charlotte, NC
  • Customer Service We are excited to welcome a ***Customer Service Representative*** - **Work at Home** (CSR) to our growi...
  • 3/29/2024 12:00:00 AM

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Cashier Mornings and Afternoons Retail
  • Michaels Stores, Inc.
  • Concord, NC
  • Store - Concord, NC Deliver friendly customer service, help customers shop our store, and find what they're looking for....
  • 3/29/2024 12:00:00 AM

M
Retail Picture Framing Sales Team - Part Time - HOURLY RATE + BONUS POTENTIAL, WILL TRAIN!
  • Michaels Stores, Inc.
  • Concord, NC
  • Store - Concord, NC Build customer relationships while creating a memorable framing solution for their art. Help custome...
  • 3/29/2024 12:00:00 AM

C
Customer Service Representative - Provider Relations
  • CorVel Corporation
  • Charlotte, NC
  • ** Customer Service Representative - Provider Relations** **Job Category****:** Administrative (Field) **Requisition Num...
  • 3/26/2024 12:00:00 AM

S
Stratascale Client Advisor - Charlotte
  • Stratascale
  • Charlotte, NC
  • Job Summary: The Client Advisor will focus on developing new business with existing customers and acquiring new customer...
  • 3/26/2024 12:00:00 AM

G
Customer Product Support - Hybrid/Remote
  • Generac Power Systems
  • Charlotte, NC
  • *This position offers remote and hybrid capabilities following a minimum of 90 days in office and is contingent upon you...
  • 3/25/2024 12:00:00 AM

Concord (/ˈkɒn.kord/) is a city in Cabarrus County, in the U.S. state of North Carolina. As of the 2010 census, the city had a population of 79,066, with an estimated population in 2018 of 94,546. It is the county seat and the largest city in Cabarrus County. In terms of population, the city of Concord is the second-largest city in the Charlotte Metropolitan Area and is the tenth largest city in North Carolina. In 2015, Concord was ranked as the city with the 16th fastest growing economy in the United States. The city was a winner of the All-America City Award in 2004. Located near the center ...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Inbound Contact Center Supervisor jobs
$51,986 to $71,840
Concord, North Carolina area prices
were up 1.5% from a year ago

Inbound Contact Center Supervisor in Utica, NY
All employees are part of one team and all supervisors are supes of that team.
January 17, 2020