Outbound Contact Center Supervisor supervises employees who place telephone calls or other interactions to potential customers. Monitors and evaluates interactions and workflow to ensure that performance standards and the volume target are met. Being an Outbound Contact Center Supervisor is responsible for the daily activity of contact center policies and procedures including meeting contact center operational standards, maintaining employee service levels, improving quality service, preparing reports, keeping equipment operating, maintaining professional and technical knowledge, and accomplishing organizational goals. May require a bachelor's degree. Additionally, Outbound Contact Center Supervisor typically reports to manager or head of a unit/department. Working team member that may validate or coordinate the work of others on a support team. Suggests improvements to process, is a knowledge resource for other team members. Has no authority for staff actions. Generally has a minimum of 2 years experience as an individual contributor. Thorough knowledge of the team processes. (Copyright 2024 Salary.com)
SUMMARY :
Responsible for assisting in the operation of the casino’s Contact Center on an assisgned shift in accordance with established policies, procedures, budgets and specifications.
Oversees the operation of guest service programs in the Contact Center and continually improving property’s guest service.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following :
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position.
They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.
Promotes the following within the department and among all employees :
SUPERVISORY RESPONSIBLITIES :
Directly supervises Contact Center Representatives.
QUALIFICATION REQUIREMENTS :
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and / or EXPERIENCE :
High school diploma or GED required. Some college preferred. One (1) to two (2) years related experience and / or training, or an equivalent combination of education and experience.
SPECIAL QUALIFICATIONS :
Minimum one (1) years in a Contact Center environment, including a working knowledge of marketing promotions and guest services.
Must possess excellent computer skills and knowledge of Contact Center operations and systems. Excellent communications skills and organizational skills required.
Experience with computerized PBX systems and / or reservation systems.
This position requires a Level 4 Gaming License.
LANGUAGE SKILLS :
Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents.
Ability to write effective reports and memos. Ability to respond to inquiries from employees or guests. Ability to effectively communicate in a one-on-one, small group, and large group settings.
MATHEMATICAL SKILLS :
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio and percent, and to interpret data from graphs.
REASONING ABILITY :
Ability to define problems, collect data, establish facts, and draw valid conclusions.
PHYSICAL DEMANDS :
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is also regularly required to stand, walk, sit and use hands to finger, handle, or feel objects, tools or controls.
The employee is occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, kneel, crouch or crawl.
Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Last updated : 2024-03-23
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