Inbound Contact Center Supervisor jobs in Trenton, NJ

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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Supervisor, Contact Center
  • MetaSource
  • Bristol, PA FULL_TIME
  • Description

    What does a Contact Center Supervisor Do?

      

    As the Contact Center Supervisor, your role is pivotal in orchestrating resources and performing key leadership tasks. These tasks include service level adherence, case management, customer de-escalation, and quality control for our clients’ products and services. You will also coordinate the activities of our dedicated contact center representatives, ensuring an unparalleled customer experience and fostering the continuous development of our team. Your leadership will be instrumental in driving our contact center’s success and maintaining the highest standards of service for our clients.


    Location: Onsite at our Bristol PA location. 

    Benefits: Full Time benefits eligible including Medical, Dental, Vision, Time Off, Wellness Program, Retirement, and more. 


    Responsibilities:

    •  Lead and Inspire: Direct the work of our dedicated Contact Center Employees, fostering a collaborative and productive environment.
    • Drive Performance: Ensure your team meets output requirements, aligning with our business needs and customer expectations.
    • Plan and Organize: Schedule and plan resources to complete daily tasks, ensuring adherence to customer SLAs and quality guidelines.
    • Balance and Improve: Strive for excellence in quality, productivity, cost, safety, and morale, continuously seeking areas for improvement.
    • Ensure Quality: Follow established procedures to ensure optimal output and quality, maintaining the integrity of downstream processes.
    • Communicate Effectively: Foster open communication with co-workers, management, and clients, always in a courteous and professional manner.
    • Monitor and Guide: Observe service calls to ensure employee tone, technical accuracy, and conformity to company policies and procedures.
    • Promote Accountability: Hold your team accountable for meeting quality and productivity standards, driving high performance.
    • Coach and Motivate: Provide feedback and training to enhance team performance, inspiring them to achieve their best.
    • Resolve Issues: Intervene in escalated phone calls or emails, resolving customer concerns professionally and efficiently.
    • Maintain Confidentiality: Ensure personal consumer information is kept confidential, maintain accurate records, and consistently follow client-specific guidelines.
    • Hire and Develop Talent: Participate in the hiring process of new contact center representatives, shaping the future of our team.
    • Keep Informed: Ensure representatives are updated with new information related to products, procedures, and customer needs.

    Requirements

    • High school diploma or general education degree (GED) and a minimum of 3 years of experience leading people in a production environment
    • Strong knowledge and understanding of efficient production processes.
    • Ability to read and comprehend instructions, short correspondence, and memos. Ability to effectively write and present information to individuals and small groups.
    • Proficiency in Microsoft Office, including Microsoft Word, Microsoft Excel, and Microsoft Outlook.
    • Bi-lingual Spanish preferred.

    Employment is contingent upon completing and passing a background & live scan check. MetaSource is an equal opportunity employer. 

  • 11 Days Ago

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Supervisor, Workers Comp Claims Contact Center
  • NJM Insurance
  • Trenton, NJ FULL_TIME
  • IntroductionPersonal, compassionate service is what we’re known for at NJM. We seek the best and brightest to help our customers when they need us most. As part of the NJM team, you'll not only enjoy ...
  • 1 Day Ago

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Contact center
  • NJM Insurance Group
  • Trenton, NJ FULL_TIME
  • External Job Description There's never been a better time to join NJM! With a nationally ranked reputation for outstanding customer service and a history that spans more than a century, NJM is a leadi...
  • 3 Days Ago

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Contact center manager
  • Sierra Solutions Group
  • Princeton, NJ FULL_TIME
  • Job SummaryWe are looking for a Contact Center Services Manager for our Pharmaceutical client in the Princeton area. Primary Responsibilities Management and oversight of an outsourced pharmaceutical C...
  • 24 Days Ago

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Commercial Customer Contact Center Rep
  • NJM Insurance
  • Trenton, NJ FULL_TIME
  • IntroductionPersonal, compassionate service is what we’re known for at NJM. We seek the best and brightest to help our customers when they need us most. As part of the NJM team, you'll not only enjoy ...
  • 6 Days Ago

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Contact Center Representative (Fulltime, in-office)
  • MetaSource
  • Bristol, PA FULL_TIME
  • DescriptionThe Customer Contact Center Representative is responsible to help customers with their questions about products and programs for our Personal Lending client. This role is expected to provid...
  • 1 Month Ago

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0 Inbound Contact Center Supervisor jobs found in Trenton, NJ area

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Expo Services Project Manager
  • MJH Life Sciences Multimedia Medical LLC
  • Cranbury, NJ
  • At MJH Life Sciences our success is measured by your success! If you set your standards high and want to contribute to a...
  • 3/28/2024 12:00:00 AM

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Merchant Services Client Support Representative
  • Simpay
  • Feasterville-Trevose, PA
  • Job Description Job Description We are looking for a Client Support Representative to help nurture long-term relationshi...
  • 3/27/2024 12:00:00 AM

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Supervisor, Customer Service
  • Canon Financial Services
  • Mount Laurel, NJ
  • About the Role: Canon Financial Services is seeking a Customer Service Supervisor to join our team in Mt. Laurel, NJ. Yo...
  • 3/27/2024 12:00:00 AM

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Customer Service Representative
  • Taylor & Francis Group
  • Philadelphia, PA
  • **Customer Service Representative** * Walnut St, Philadelphia, PA, USA * Employees can work remotely * Full-time **Compa...
  • 3/26/2024 12:00:00 AM

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Customer Product Support - Hybrid/Remote
  • Generac Power Systems
  • North Philadelphia, PA
  • *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

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Customer Service Representative
  • Interstate Waste Services
  • Bridgewater, NJ
  • Overview: Interstate Waste Services is Hiring Customer Service Inside Sales Interstate Waste Services is the most progre...
  • 3/25/2024 12:00:00 AM

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Customer Service Representative
  • Suburban Propane, LP
  • Howell, NJ
  • > > **Customer Service Representative** **Howell , NJ** **JOB ID: 7928** **JOB CATEGORY: Customer Service** **POSITION T...
  • 3/25/2024 12:00:00 AM

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ONSITE Call Center Representative
  • Navient Solutions, LLC
  • Moorestown, NJ
  • Pioneer Credit Recovery Inc About Navient Navient, (Nasdaq: NAVI) and subsidiary companies, provide technology-enabled e...
  • 3/24/2024 12:00:00 AM

According to the United States Census Bureau, the city had a total area of 8.155 square miles (21.122 km2), including 7.648 square miles (19.809 km2) of land and 0.507 square mile (1.313 km2) of water (6.21%). Several bridges across the Delaware River – the Trenton–Morrisville Toll Bridge, Lower Trenton Bridge and Calhoun Street Bridge – connect Trenton to Morrisville, Pennsylvania, all of which are operated by the Delaware River Joint Toll Bridge Commission. Trenton is located near the exact geographic center of the state, which is 5 miles (8.0 km) located southeast of Trenton. The city is so...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Inbound Contact Center Supervisor jobs
$59,142 to $81,729
Trenton, New Jersey 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