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)
GAF Energy is seeking an enthusiastic and talented Contact Center Administrator who will play a key role in supporting the centralized Contact Center Platform, including but not limited to, workforce management, reporting, dashboards, and providing support across all of GAF Energy’s contact service centers. The administrator will also aid in the creation of documentation, training curriculum, as well as support other enablement activities for the Sales Operations group. They will participate in the design and analysis of contact center best practices, review reports, and present opportunities for process improvement and refinement. The successful candidate will have experience working in a fast-paced environment and is a forward thinker who is not afraid to roll up their sleeves.
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Job Type: Full-time
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Work Location: In person
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