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
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
Requirements
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
Benefits
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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