Unified Call Team Supervisor

Summary: The UCT Supervisor will manage daily operations and personnel to ensure maximum efficiency and costeffectiveness. This role involves utilizing technology maintaining organization and fostering productivity among staff. The ideal candidate is an organized reliable and resultsdriven professional with problemsolving skills and a vision for continuous improvement.

Position Info:

• Title: Unified Call Team Supervisor
• Client: Superior Plus Propane
• Duration: Not specified
• Location: Concord NH 03301
• Salary: $60000 to $70000 / Yr benefits

Responsibilities:

• Implement objectives and analyze call center metrics with the manager to ensure goals are met.
• Develop coach support and evaluate team members to maintain quality service.
• Manage attendance and administer disciplinary actions as necessary.
• Answer representatives questions and handle escalated issues.
• Lead team meetings and provide training on processes and expectations.
• Assist in identifying trends and establishing call center goals.
• Ensure staff achieve desired service levels and take corrective action when needed.
• Prepare reports and analyze data to improve processes and maximize efficiency.
• Develop standards and documentation to support quality and service goals.
• Availability for a flexible work schedule including potential weekend coverage during peak seasons.
• Some travel required.

Skills/Qualifications:

• Bachelors degree or 5 years experience in call center management.
• Ability to multitask and remain calm under pressure.
• Exceptional interpersonal customer service and conflict resolution skills.
• Knowledge of management principles and company products services and policies.
• Strong coaching and leadership skills to motivate employees.
• Decisiveness and attention to detail.
• Proficiency with technology including computers software applications and phone systems.
• Polite professional phone voice.

Benefits:

• Excellent health coverage with a single plan free.
• Medical dental vision insurance.
• Retirement planning and profit sharing.
• Employerpaid short/long term disability.
• Employerfunded HSA account.
• Employersponsored Employee Assistance Program.
• Tuition reimbursement and access to inhouse learning portal.
• Generous paid time off and flexible scheduling