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Call Center Supervisor

Company: StorageMart
Location: Columbia
Posted on: October 20, 2020

Job Description:

Sales Resource Center Supervisor Summary:


  • Manages entirety of team operations by assisting phone representatives with questions and phone calls.
  • Monitors queues and tracks calls. Motivates, coaches and encourages phone representatives through positive communication and feedback.
  • Responsible for the call center staff and activity during their shift.

    Duties and Responsibilities include the following:

    • Monitor call volume and make the necessary changes in staffing based on daily call volume, as well as maintain call answer rate goals and reviews abandonment rate.
    • Assist representatives with call issues.
    • Handle caller complaints when a situation has been escalated.
    • Open and close call center.
    • Set targets and measure performance for both individuals and teams.
    • Identify operational issues and suggest possible improvements.
    • Work with other supervisors and management to support representatives and maximize sales and customer satisfaction.
    • Assist in coordinating coaching times with employees and coaches to ensure sufficient staffing for phone coverage.
    • Distribute and inform call center representatives of new procedures or changes.
    • Administer employee counseling and disciplinary actions for attendance, behavior and call quality.
    • Monitor representatives breaks, lunches and make busy time.
    • Monitor individual and team performance.
    • Review sales language and assist representatives with customer service language and other call procedures as needed.
    • Keep all representatives up to date on the latest sales techniques and procedural information.
    • Create ongoing training with sales material and quizzes.
    • Create coaching material, as well as provide guidelines for mentoring and coaching.
    • Provide regular reports of assessment to Call Center Director of Rep I's and Rep II's.
    • Support new representatives after training by monitoring their progress.
    • Role play, coach and mentor Representative I's, Representative II's and others as necessary.
    • Prepare performance, coaching and call evaluation reports for the SRC Director.
    • Handle incoming phone calls as needed.
    • Keep a positive and professional environment, as well as motivate the team.
    • Assist with hiring representatives.
    • Assist the support team, including but not limited to, running test leads, screen checks, determining screen language and screen clarification for representatives.
    • Perform other duties as assigned.

      Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

      • Education/Experience: High school diploma required.
      • Minimum 3 years work experience. At least one-year work experience in a call center. Supervisor experience encouraged.
      • Language Ability: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Basic oral and written communication skills.
      • Math Ability: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent, and to draw and interpret bar graphs.
      • Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
      • Computer Skills: To perform this job successfully, an individual should have a working knowledge of Microsoft Office, specifically Excel and Word, as well as the ability to navigate internet based programs.
      • Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit for extended periods of time; use hands; reach with hands and arms; and talk or hear. The employee must occasionally lift and/or move up to 50 pounds. The employee will be required to talk on the phone on a regular basis. Specific vision abilities required by this job include ability to adjust focus.
      • Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually loud as it takes place in a call center.

        This is a full time position, with 40 hours in an average week. This position has somewhat flexible hours after initial training is complete due to business need.Requirements


        • Inspires teammates to follow them
        • Capable of carrying out a given task with all details necessary to get the task done well
        • Intermediate
        • Some Knowledge
        • Supervisory experience

Keywords: StorageMart, Columbia , Call Center Supervisor, Other , Columbia, Missouri

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