Call Center Supervisor

Responsibilities

1. Exhibit the Culture of Performance and Core Values; Teamwork, Integrity, and Excellence by regularly applying as guiding principles in the decisions and actions chosen based on Reason, Record, and Circumstance.

2. Communicate with client on an ongoing basis on people, performance and processes including weekly and quarterly reviews.

3. Work closely with each individual to ensure they are meeting required standards for quality and productivity based on pre-defined KRA’s

4. Accomplishes team results by communicating job expectations; planning, monitoring, and appraising job results coaching, counseling, and motivating employees coordinating, and enforcing system policies, procedures, and productivity standards.

5. Responsible for the day-to-day application of organizational policies and procedures.

6. Recognizes and recommends operational improvements to increase agent performance.

7. Be actively involved in floor support. Handle floor calls/escalations as required.

8. Participate in calibration sessions, weekly operations call, monthly and quarterly business reviews and knowledge sharing sessions as required.

9. Analyze stats and trends to identify root cause and implement corrective actions where required. Proactively report concerns with team, process, systems, etc. to supervisor

10. Monitor agents on a weekly basis to ensure compliance to predefined processes and procedures.

11. Act as an escalation contact for his / her agents and ensure that their concerns are addressed.

12. Monitors performance of staff members according to established standards.

13. May participate in hiring decisions and conduct performance appraisals.

14. Other tasks and duties as assigned by the leadership team Knowledge, Skills and Abilities

15. Strong phone presence with exemplary customer service and de-escalation skills.

16. Able to coach and motivate in accordance with the company’s Performance Culture.

17. Detail oriented Experience in any stream of sales (tele-sales, inside sales, outbound/inbound sales, up sell, cross-sell, door to door sales, etc.) will serve as a huge plus.

18. Familiar with contact center tools, systems, and methodologies.

19. Strong MS Office skills including Word, Excel, and PowerPoint.

20. Adaptable to swift program changes, developing the skills in proactive critical thinking and problem-solving.

21. Experience/knowledge in gaming domain will be considered as a strong preference.

Job Type: Full-time

Salary: $16.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program

Schedule:

• 8 hour shift

Experience:

• Call Center Management: 1 year (Required)

Location:

• Draper, UT (Required)

Work Remotely:

• Temporarily due to COVID-19

COVID-19 Precaution(s):

• Remote interview process
• Virtual meetings