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)
Job Title: Contact Service Center (CSC) Supervisor
Reports to: Contact Service Center (CSC) Manager
Location: Pinkham Notch, NH
Founded in 1876, the Appalachian Mountain Club (www.outdoors.org) is the oldest conservation, education, and recreation organization in the United States. The AMC promotes the protection, enjoyment, and wise use of the mountains, rivers, and trails of the Appalachian region. The AMC encourages the involvement of all people in its mission and activities, through its membership, programs, policies, and procedures.
Working with the CSC Manager, the CSC Supervisor is responsible for supervising and supporting the CSC Coordinators by answering questions, handling complaints and providing support. They will assist with hiring and training of new employees, monitor CSC Coordinator progress, and help expand the knowledge and skills to provide excellent customer service. This full-time position is based at Pinkham Notch, Joe Dodge Lodge.
What you’ll do:
What we’re looking for:
Compensation & Benefits:
Salary: $38,000-$41,000
Group Health Plan: 73.2% employer paid
Optional Vision Insurance
Optional Dental Insurance
Group Life Insurance: 100% employer paid
Long Term Disability Insurance: 100% employer paid
Matching 403(b): 4% with vesting schedule
Vacation: Four weeks accrued each year to start
Holidays: Ten paid holidays per year
Free use of AMC Destinations
Free annual AMC membership
Prodeals discounts on equipment and gear
To Apply:
Please include a cover letter and resume. No phone calls please.
AMC welcomes all qualified candidates to apply and we invite the full participation of all individuals currently underrepresented in the outdoor community. This includes, but is not limited to, individuals from racially and or ethnically diverse communities, individuals with disabilities, individuals from LGBTQ communities, and individuals who experience intersectionality with one or more of these identities.
Staff will be required to show proof that they are fully vaccinated against COVID-19 as a condition of employment. The AMC will consider an exemption from the vaccine requirement if they are unable to get vaccinated due to a qualifying medical disability or a sincerely held religious objection. AMC is not required to provide an accommodation or exemption from the vaccine requirement if doing so would pose a direct threat to others in the workplace or would create an undue hardship for the organization.
The Appalachian Mountain Club has zero tolerance for child abuse or placing children in danger. The AMC requires all employees who work in a program or facility which serves children, disabled persons or the elderly to have a criminal background record check performed on their name annually with employment contingent upon satisfactory results.
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