Contact Center Supervisor

Full Time
Remote
Posted Today
Job description

We can hire anyone in the U.S., but prefers someone from UT.

  • Ensures contact center productivity, performance, and production by providing feedback on individual areas of opportunities and ensuring resolution specialists and support leads are supported; conducting service reviews; delegating work and overseeing its completion; creating development and improvement strategies for the team; providing direction to leadership on adjusting work environment and tasks; promoting processes that support associate and customer satisfaction; and reporting areas of associate concern to contact center management.
  • Resolves escalated contacts by verifying and determining escalation needs for issues; providing direction for handling sensitive contacts; identifying root cause, impact on business, and key resolution partners for escalated issues; determining resolution options; implementing, or influencing other departments to implement, resolutions; responding to ad hoc requests for information on escalated contact situations; and partnering with key stakeholders to support corporate resolution or action plan.
  • Develops analytics and reporting solutions by identifying business requirements; researching potential solutions; making recommendations to meet business objectives; conducting analysis and design; building solutions and/or collaborating with key stakeholders to build the solutions; and creating reports and communicating results to leadership.
  • Designs and performs data analyses by locating, pulling, and formatting data; synthesizing data; ensuring accuracy and relevance of data; identifying and determining analytical approach; conducting analysis; compiling data into reports and sharing with senior leaders; and advancing analyses based on different business scenarios or assumptions.
  • Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales.
  • Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities.
  • Models compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity by incorporating these into the development and implementation of business plans; using the Open Door Policy; and demonstrating and assisting others with how to apply these in executing business processes and practices.

Job Type: Full-time

Pay: $55,000.00 per year

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance

Schedule:

  • Day shift
  • Monday to Friday
  • Weekend availability

Education:

  • Bachelor's (Required)

Experience:

  • Call center management: 2 years (Required)
  • Managing virtual teams: 2 years (Required)
  • Training and mentoring agents: 1 year (Required)

Work Location: Remote

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