Inbound Customer Service Supervisor
Job Description
Job Summary:
The Inbound Supervisor excels at promoting and developing Agent soft skills through coaching individuals and handling escalated situations. The Inbound Supervisor manages a team of front line employees with a primary focus on providing effective coaching and team building, timely and accurate monitoring and reporting of performance measures.
Responsibilities:
• Owns the plans for their team’s success and contributions to the business unit priorities
• Improves the customers’ experiences by understanding and focusing on what’s important, measuring how we are doing and driving the necessary actions to improve
• Models the highest standards of customer service to employees
• A high performing team that meets or exceeds critical metrics and drives business unit priorities.
• Accurate, efficient resolutions to complex escalated customer issues.
• Drives continuous performance improvement for business results.
• Helps team identify, and if needed, remove obstacles, then frames and escalates issues if they cannot be resolved quickly
• Influence all aspects of performance management including staffing decisions (including hiring and terminations as appropriate), goal setting, development planning, performance evaluations, performance improvement, motivation and recognition
• Ongoing feedback and discussion with employees regarding: what’s important, how are you doing priorities to improve. These discussions include: regularly scheduled 1:1s, documentation of 1:1 sessions, performance plans, and informal meetings
• Establish action plans for improvement
• Evaluates team and department level data and trends to drive improvements. Provides suggestions that impact business processes and balances needs of all stakeholders
• Clearly defined process, process mapping, and work flow documentation
• Implemented process improvements and/or recommendations
• Key metrics analytics and recommendations to address challenges. Improvements in key metrics
Skills & Responsibilities
Desired Skills:
Technical/Functional Skills
• AA/AS Degree (BA/BS preferred) and a minimum of 2 years relevant experience or the equivalent combination of education and experience.
• One year or more of previous sales supervisor experience in an inbound/outbound call center environment highly desirable.
• Demonstrates excellent communication skills
• Prioritizes work to meet multiple deliverables and deadlines
• Communicates information regarding team performance, employee needs and VOE to more senior management. Presents team data to manager and large groups and effectively responds to feedback.
• Rewards and recognizes the right behaviors on the team
• Demonstrates creativity in seeking new and better solutions
• Participates in and may lead call monitoring calibration across with Intuit
• Ensures that employees have the development opportunities needed to learn and grow
• Continuously assesses and improves processes within their scope and recommends improvements
Knowledge/Background/Experience:
• Excellent verbal and written communication skills including coaching and mentoring
• Leadership experience in a similar position that demonstrates capability to lead teams
• Knowledge of the client’s products and customer needs
• Demonstrated experience analyzing performance data and applying findings to improve and/ or manage individual performance.
What we Offer:
• A rapidly growing company with significant career growth opportunities
• A culture committed to teamwork and continuous improvement
• An attractive compensation package including medical, dental; PTO, paid holidays.
The Company:
Concentrix is a recognized leader in providing platforms, people and services to support high-value interactions at every stage of the customer lifecycle.
Acquire. Support. Renew. From initial customer acquisition through renewal – our suite of complementary services and technology provides you with the support you need to satisfy even the most complex customer requirements. By delivering from our locations in Asia, Europe, Latin America, Canada, and the United States in over 33 major languages, we give our clients the global reach essential for business success. Our results: satisfied clients, some with relationships of 12 years or more.
Concentrix - A SYNNEX Corporation Company is an Equal Employment Opportunity employer M/F/D/V and is committed to the Quality Policy.
Salary Details
Salary DOE + Bonus
What we Offer:
• A rapidly growing company with significant career growth opportunities
• A culture committed to teamwork and continuous improvement
• An attractive compensation package including medical, dental; PTO, paid holidays
Location Details
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