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)
Position: Contact Center Representative, Full-time
Location: Kaimuki Plaza: 3465 Waialae Avenue, Honolulu, HI 96816
Department: Contact Center
Job Summary: Performs Call Center responsibilities not limited to both teller services and member services for phone-in members in accordance with quality service objectives and credit union policies and procedures.
Minimum Qualifications: One (1) year certificate from college or technical school; six (6) months related experience and/or training; or equivalent combination of education and experience. Must have knowledge of and experience with customer service principles and practices, and administration and clerical processes. Six (6) months or more in a call center environment highly preferred.
Must be proficient in relevant computer applications and possess keyboarding skills. Must have experience in the usage of office equipment such as telephone, calculator, copier, fax, etc. Knowledge of PC (personal computer), Microsoft Windows, Word, Excel, and other software applications as applicable.
Credit must be in good standing. Must be bondable pursuant to §713.3(b) of the NCUA’s Rules and Regulations.
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