Operations Supervisor – Altice Sales

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 10 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
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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:

 

• 1-3years previous Call Center experience. Previous Call Center Supervisor experience preferred.
• Must be proficient on computers, knowledge and use of Microsoft Office (word processing, spreadsheets, and database systems). Technical and Software experience required.
• Associate degree in Technical or related degree or prior technical interface experience preferred. High School Diploma or equivalent min.
• Proficient knowledge of call center, Outbound campaigns environment.
• Must have excellent phone skills, customer service skills, analytical and troubleshooting expertise.
• Must possess excellent verbal and written communication skills.
• Must be able to multi-task, handle escalated calls and upset customers in a professional & courteous manner.
• Ability to develop and motivate a team
• Must use proper English, spelling, grammar, punctuation, and syntax. Ability to type 35 WPM or more.
• Must be able to accommodate a flexible schedule, as needed.

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.

 

The Team Supervisor will help lead agents in providing and delivering a superior level of customer service and enrollment support to new hires enrollees. Above all, the Supervisor will coach and develop the agents to perform with accuracy, speed and the highest level of customer satisfaction. The Supervisor will utilize processes to maximize work flow and to minimize causes of customer dissatisfaction during the enrollment process. This position will be responsible for taking customer calls, data entry and processing various reports along with enforcing ERC policies and procedures. The Supervisor promotes a positive working environment for the agents. Some of the essential functions a supervisor performs are:

 

Responsibilities include but are not limited to the following:

  • Prioritize agent and development as main goal and function.
  • Directly manage team of 15-17 agents.
  • Responsible for providing quality and efficient customer service to customers through the daily management of Agent staff which may include but not limited to motivating, recognizing and rewarding, coaching, counseling, training and problem solving.
  • Responsible for: development, analysis and implementation of agent staffing, up training/coaching, scheduling, and reward/recognition programs.
  • Handle escalated calls from agents and cover phones as needed.
  • Provide leadership, direction and assistance to other Supervisors and Agents.
  • Foster an environment that encourages Agents to exceed customers’ expectations.
  • Provide appropriate motivational tools to promote team building and to increase agent morale.
  • Must be able to address disciplinary and/or performance problems according to company policy.
  • Provide both formal and informal coaching and feedback sessions with agents. Assist in resolving customer complaints and escalated calls.
  • Ensure that all Agent reference and support materials are up to date.
  • Conduct mandatory phone call monitoring and desk-side coaching to ensure that all agents are providing the levels of customer service that is required.

RESUME SUBMISSION REQUIRED FOR CONSIDERATION

 

ERC is an Equal Opportunity Employer.

Job Overview

Date Posted

10/15/2021

Department

Operations

Location

San Isidro, Santo Domingo Este, DO

Wage/Bonus/Pay:

JAVIER FIGUEROA

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