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Unified Call Team Supervisor

Company:
Talent One Services
Location:
Concord, NH
Posted:
July 05, 2024
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Description:

We are seeking a skilled UCT Supervisor to manage daily operations and personnel, aiming for maximum efficiency and cost-effectiveness. You will ensure optimal use of technology and maintain an organized and productive staff. As the supervisor, you must be an organized, reliable, and results-driven professional with a practical mind for problem-solving and the ability to see the "big picture" and drive improvements. The goal is to achieve outstanding results for our company.

Location: Candidates must reside in the NNE region (NH or ME) and be near one of our local offices.

Your work schedule is often Monday to Friday and will include rotations for Saturday as well as on call coverage on a regular basis, hours vary based off of workload.

Responsibilities:

Collaborate with the manager to implement objectives, analyze call center metrics, and ensure that the company and staff meet goals while providing reliable, efficient customer support.

Develop, coach, support, and evaluate the team:

Provide timely feedback and coaching.

Ensure consistent quality in customer service skills through evaluation and coaching.

Foster a positive, cooperative, courteous, and professional attitude.

Manage attendance and administer disciplinary action as necessary.

Recognize and reward excellent team performance.

Address representatives' questions, guide them through difficult calls or issues, diffuse angry customers, or handle escalated issues.

Lead team meetings, ask questions to understand the calls representatives receive, educate and coach workers on processes and practices, and explain expectations.

Assist other management team members in identifying trends and establishing call center goals.

Ensure staff members achieve desired service levels and take corrective action as needed.

Prepare reports and analyze call center data to improve processes, ensure proper resource allocation, and maximize efficiency and customer satisfaction.

Undertake additional tasks or projects to support employees, other managers, and call center operations.

Develop standards, processes, procedures, and documentation to support quality and service goals, from triage and assignment of incoming calls to closing a call with a satisfied customer.

Work 40+ hours weekly, with potential weekend coverage during the heating season.

Availability typically between 8 am-5 pm, but may vary based on business needs.

Some travel required.

Qualifications:

Bachelor's degree and/or 5 years of call center management experience required.

Work schedule is typically Monday to Friday, with rotations for Saturday and on-call coverage as needed; hours vary based on workload.

Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.

Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.

Knowledge of management principles and familiarity with company products, services, and policies.

Strong coaching and leadership skills with the ability to motivate employees.

Decisiveness and attention to detail.

Proficiency with necessary technology, including computers, software applications, and phone systems.

Polite, professional phone voice.

Apply today or contact us at 800-613-9920 or to learn more about this opening.

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