Call Center Supervisor Job in albuquerque, New Mexico US
Do you believe in what you do? Can you feel it? Do you have what it takes? How strong is your commitment?These are the types of questions we encourage our 60,000 associates to ask themselves every day. They are thinkers, doers, believers, achievers, leaders.You can sum up the Sitel culture in three words: Vision.
Passion.
Purpose.
These words are the heart of Sitel and embody everything we do.Our growing company is currently seeking a Call Center Supervisor for our Albuquerque, NM location.
This position is first line supervisor for 15-20 inbound customer service agents.
Summary of Primary Job Responsibilities: Ensure calls are handled professionally.
Provide direction and guidance to ensure consistent achievement of key performance metrics.
Achieve, measure, report and communicate metric goal attainment for assigned team.
Develop and enhance agents product knowledge skills.
Ensure accurate and timely communication of client and campaign issues to Operations Manager.
Consistently achieve number of call monitors per week goal and scores for the team.
Coach, mentor, and develop agent team for skills expansion and promotional opportunities.
Effective communication in a virtual environment utilizing active listening skills and multiple medias, including but not limited to; chat, phone, team meetings and document creation/posting.
Ability to reason, exercise sound judgment and justify discretionary decisions applicable to the virtual environment.
Perform other duties as assigned including taking front line customer calls as required.
Typical Qualifications: Minimum of two+ years experience in call center &/or work from home environment AND minimum of two+ years experience in management OR, an equivalent combination of education and/ore related experience is desired.
Skills: Superior interpersonal skills with the ability to establish and maintain relationships; Must communicate effectively during one-on-one with site personnel; Excellent written and oral communications skills.
Knowledge/Abilities: Solid understanding and use of computer basics (Windows, Excel, Word, Email, and Internet); Budgeting, financial planning, data production, and report use skills; Creative problem solving skills; organizational and time management skills; vision, leadership, and motivational skills; high energy as needed to access and be accessible to team and others; solid keyboard/data entry skills; ability to deal with personal, team, and individual team member stress; flexible work schedule to meet potential shift and overtime requirements; Previous experience dealing one-on-one with customers in a retail or telephone environment is a plus as is the ability to work in a dynamic fast paced atmosphere where the potential for individual stress is very real; Demonstrated ability to energize others and to persevere is essentialSitel offers a comprehensive benefits package.
Compensation is commensurate with skills and experience.
Criminal background investigation and drug screen will be obtained for all candidates being considered for this position.
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