Outbound Contact Center Supervisor supervises employees who place telephone calls or other interactions to potential customers. Monitors and evaluates interactions and workflow to ensure that performance standards and the volume target are met. Being an Outbound Contact Center Supervisor is responsible for the daily activity of contact center policies and procedures including meeting contact center operational standards, maintaining employee service levels, improving quality service, preparing reports, keeping equipment operating, maintaining professional and technical knowledge, and accomplishing organizational goals. May require a bachelor's degree. Additionally, Outbound Contact Center Supervisor typically reports to manager or head of a unit/department. Working team member that may validate or coordinate the work of others on a support team. Suggests improvements to process, is a knowledge resource for other team members. Has no authority for staff actions. Generally has a minimum of 2 years experience as an individual contributor. Thorough knowledge of the team processes. (Copyright 2024 Salary.com)
Position Purpose :
The HDES Contact Center Supervisors lead and coach remote teams of 16 combined Regional Communication Administrators supporting and dispatching HDES field technicians.
The supervisors ensure quality customer interaction, build, and retain customer relationships and are committed to the timely delivery of company services.
They contribute to the overall success and profitability of the business by ensuring that teams meet and / or exceed department goals and objectives.
Aligned with our culture, a key role is that of coaching, guiding, developing, inspiring, and caring for associates. The supervisors lead their team in executing business strategies and objectives and are responsible for recruiting, hiring, training, and managing to achieve department and position goals.
The Incumbent should be self-motivated, eager to motivate associates to work as a team while meeting the needs of customers, and effectively communicate verbally and in writing with all internal and external stakeholders.
Key Responsibilities :
ensuring proper associate scheduling; Leads by example the execution of strategies, objectives, and specific goals set forth by management to ensure internal and external customer needs are met
Leads and directs in a manner that inspires
Answers front line customer inquiries
Direct Manager / Direct Reports :
Travel Requirements :
10% travel required for trainings and meetings
Physical Requirements :
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Working Conditions :
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications :
Preferred Qualifications :
Minimum Education :
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and / or GED.
Preferred Education :
No additional education
Minimum Years of Work Experience :
Preferred Years of Work Experience :
No additional years of experience
Minimum Leadership Experience :
None
Preferred Leadership Experience :
Competencies :
Last updated : 2024-05-25