Customer Service Supervisor

Description (Why Work Here)

We Create Opportunity ERC is a growing full service, end-to-end provider for every aspect of the customer life-cycle servicing clients nationwide with 4,000 employees across 7 locations.  Because of our relentless dedication to deliver nothing less than exceptional, our company continues to grow.  Join us and you will too.  We’ll provide you with the tools, training and a team who will guide you and help you grow.  And along the way you’ll work with smart, fun people while receiving a great benefits package and earn some serious perks.  

  • Competitive salary
  • Uncapped referral bonus potential
  • Employee perk discounts that include local restaurants, gym memberships, event tickets, and more. 
  • Opportunities to gain valuable professional skills through on-going training
  • Career growth opportunities

Responsibilities (Who we're looking for)

We Don’t Breed the Weak

 

Let’s keep it real.  We haven’t gotten this far by simply checking the boxes and delivering the bare minimum.  We are a team of real go-getters – the kind of people who seek out challenges, attack the day and outperform themselves.  Bottom line, you have the opportunity to elevate your career by giving 100% every day to reach your full potential and prove to ERC you want to be more than average.

 

Minimum Qualifications:

  • 1 year + experience in a call center team supervisor or related role. (Preferably)
  • Excellent communication skills (English and Spanish)
  • Exceptional interpersonal & communication skills.
  • Strong supervisory experience including staff development.
  • Working knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint.
  • Demonstrated ability to drive performance through the actions of others.
  • Ability to supervise 20 + agents.
  • Understanding of call center tools and technology used to manage KPIs.
  • Excellent time management, planning, organizational and multi-tasking skills.
  • Goal-oriented, go-getter, team player and excellent motivational skills.
  • Ability to fast-learn new products and systems.
  • Flexibility in working within the hours of operation, including weekends and holidays.

Qualifications (Why this position)

We Don’t Believe In Limits

 

We thrive on challenges, embrace the unknown and lead with an innovative spirit. And we embrace our diverse team – because our ideas come from all angles, perspectives and corners of the world.

 

Team Supervisors are responsible for the day-to-day activity and development of 25 Agents (or less) within a call center environment. The Team Supervisor is responsible for ensuring call quality from start to finish and proactively seeks ways to improve the internal processes and results. Team Supervisor’s conduct regular business meetings with Agents to complete performance reviews and coaching to ensure maximum quality and production of direct reports. Team Supervisors work closely with the Call Center Operations Management to ensure the overall adherence to corporate policies and optimal performance standards.

 

Responsibilities include but are not limited to the following:

  • Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity.
  • Partnership with client support groups to work toward common goals.
  • Develop and maintain strategy on ensuring customer satisfaction on all customer interactions.
  • Provide team motivation and development to drive the desired results.
  • Responsible for the overall performance and productivity of direct reports.
  • Responsible for daily and weekly payroll review and submission to ensure correct entries.
  • Responsible for tracking and reporting all agent on and off phone activities.
  • Meeting performance targets, operating efficiencies, processing improvements, people development and quality assurance.
  • Monitoring of individual attendance adherence to schedule.
  • Responsible for coaching via agent one on ones monthly.
  • Other duties and responsibilities as assigned.

 

RESUME SUBMISSION REQUIRED FOR CONSIDERATION

 

ERC is an Equal Opportunity Employer.

 

Job Overview

Date Posted

06/10/2021

Department

Operations

Location

Santo Domingo, Distrito Nacional, DO

Wage/Bonus/Pay:

Based on experience

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