Unified Call Team Supervisor
: Job Details :

Unified Call Team Supervisor - Concord, NH 03301Travel: Up to 40% of the timeCandidate will need to live in the NNE region- NH or ME and be close to one of our local offices.Must-HavesCandidate will need to live in the NNE region- NH or ME and be close to one of our local offices.Bachelor's and/or 5 years' experience in call center management requiredYour work schedule is often Monday to Friday and will include rotations for Saturday as well as on call coverage on a regular basis, hours vary based off of workload.We are looking for a skilled UCT Supervisor to manage daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive. As the supervisor you must be an organized, reliable and results-driven professional; have a practical mind to solve problems on the spot partnered with an ability to see the big picture and make improvements. The goal is to do everything possible to attain goals and achieve great results for our company.Role and ResponsibilitiesWork with manager to implement objectives, analyze call center metrics, ensure that the company and staff meet goals and provide reliable, efficient support for customersDevelop, coach, support and evaluate the team:Provide feedback and coaching timelyEvaluate and coach back customer service skills to assure consistent qualityFoster/mentor a consistent positive, cooperative, courteous, and professional attitudeManage attendanceAdminister disciplinary action as necessaryRecognize and reward excellent team performanceAnswering representative's questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representativesLeading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employeesAssisting other management team members in identifying trends and establishing call center goalsEnsuring staff members are achieving desired service levels and taking corrective action, as needed •Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfactionTaking on other tasks or projects to support employees, other managers, and call center operations.Develop standards, processes, procedures and documentation to support quality and service goals involving triage and assignment of incoming calls to closing a call with a satisfied customer40 plus hours and more in the heating season, potential weekend coverage during that time as wellAvailability between 8am-5pm, but could be different depending on the needs of the businessSome travel will be requiredQualifications, Criteria, Certifications, Endorsements and Educational RequirementsBachelor's and/or 5 years' experience in call center management requiredYour work schedule is often Monday to Friday and will include rotations for Saturday as well as on call coverage on a regular basis, hours vary based off of workload.Ability to multitask and remain calm under pressure, especially during peak hours or intense situationsExceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skillsKnowledge of management principles and familiarity with company products, services, and policiesStrong coaching and leadership skills, ability to motivate employeesDecisiveness and attention to detailProficiency with necessary technology, including computers, software applications, phone systems, etc.Polite, professional phone voice