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)
Kelly Services, Inc. is a Fortune 500 company headquartered in Troy, Mich., providing employment to more than 700,000 employees annually, with skills including office services, accounting, engineering, information technology, law, science, marketing, light industrial, education, health care and home care. Kelly Services is an Equal Opportunity Employer.
Answers inbound customer calls
Researches and solves general billing issues
Handles customer requests that come through mail and emails
Identifies whether customer calls should be forwarded to appropriate staff and completes call transfer, if necessary
Responsible for completing multiple paperwork forms to resolve customer issues.
Generates customer letters in response to customer queries
Recognizes, documents, and alerts Team Leaders and Supervisors of customer contact trends.
Participates in department and company meetings.
Experience with Microsoft Office Excel/Word/PowerPoint is preferred
Other duties assigned.
High School Diploma
1 years Customer Service Experience
Prior experience in an administrative function
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0 Inbound Contact Center Supervisor jobs found in Frederick, MD area