Call Center Supervisor
Call Center Supervisor
Royalty Staffing
Concord, NH
See who Royalty Staffing has hired for this role
An established propane distribution company is currently seeking a Call Center Supervisor for the NNE region. Responsibilities include successfully managing a remote call center team to achieve the company's long and short-term performance objectives. This is a hybrid role with limited on-site presence, as needed.
Candidate must live in the NNE region- NH or ME and be close to one of our local offices.
Responsibilities
Candidate must live in the NNE region- NH or ME and be close to one of our local offices.
Responsibilities
- Oversee daily call center operations to ensure objectives are attained through the use of reporting analytics and team KPI matrix
- Supervise remote CSR team through real-time performance evaluation and provide consistent and timely feedback and coaching
- Actively listen to team-member calls to ensure quality standards and call consistency are being upheld
- Promote positive culture by setting realistic, consistent and clear expectations while provide support and feedback as needed
- Issue performance improvement plans and administer disciplinary actions as needed
- Provide positive feedback to team members and reward top performance to
- Provide active participation by answering representative's questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
- Assisting other management team members in identifying trends and establishing call center goals
- Taking on other tasks or projects to support employees, other managers, and call center operations
- Develop standards, processes, procedures and documentation to support quality and service goals involving triage and assignment of incoming calls to closing a call with a satisfied customer
- 40 plus hours and more in the busy season, a standard work schedule of 8am-5pm and weekend coverage during that time as well
- Some travel will be required as determined by leadership
- 5 plus years' experience managing a of call center team or similar environment Able to work standard 8am to 5pm work schedule, additional hours as needed and Saturdays to accommodate normal schedule rotation
- Ability to multitask and maintain professional attitude during peak hours or demanding situations
- Strong coaching and leadership skills with the ability to motivate employees to promote a high-performance culture
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
- Working knowledge of basic management principles and a general understand of company products, services, and policies
- Ability to take decisive and timely action while still maintaining a high attention to detail
- Proficiency with necessary technology, including computers, software applications, phone systems, etc
- Ability to communicate effectively with leadership and team members as well as maintain a professional phone presence with customers
- Our benefit package is designed with the employee in mind and includes;
- excellent health coverage, generous paid time off, flexible scheduling and much more!
- Medical, dental, vision insurance - Single plan is free
- Retirement planning and profit sharing
- Employer paid short/long term disability
- Employer funded HSA account
- Employer Sponsored - Employee Assistance Program
- Tuition Reimbursement - Access to in-house learning portal
-
Seniority level
Mid-Senior level -
Employment type
Full-time -
Job function
Customer Service -
Industries
Primary and Secondary Education and Non-profit Organizations
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