Contact Center Supervisor

Contact Center Supervisor

The Contact Center Supervisor works closely with leadership to ensure agents maximize engagement with prospective customers to effectively set in-home, product-specific sales appointments. Contact Center Supervisors support managers in overseeing floor operations, managing systems and assisting with workforce planning. The Contact Center Supervisor provides coaching, motivation and guidance to the team, while ensuring agents adhere to established processes and procedures. The Contact Center Supervisor plays a key role in fostering a positive and productive work environment, driving performance and supporting the overall success of the contact center.

Pay: $48,000 - $50,000 plus bonus

Responsibilities

• Assist in coaching, developing and motivating agents to provide "world class" customer service and meet all KPIs.
• Work with contact center management to oversee the day-to-day operations of the Contact Center.
• Assist in hiring, training and leading agents to ensure quality of service provided aligns with Long Home values.
• Ensure team compliance of use of appropriate contact tracking technologies.
• Monitor individual and team results through audit of quality assurance strategies and compliance with company policies.
• Report on agent performance, training opportunities and areas of improvement to management and provide resolutions.
• Resolve escalated customer complaints and maintain customer satisfaction and retention.
• Assist managers in providing verbal and written performance feedback, including annual performance reviews, and follow the Long Home disciplinary action process, when applicable.
• Maintain an environment that embodies the company's Mission, Vision, and Values.
• Remain in compliance and up to date on all company-wide live and digital training.
• Perform other related duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Effective communication, both written and verbal.
• Ability to manage and lead a team of performance-driven employees.
• Ability to generate and analyze reports to support decision making and problem solving.
• Strong interpersonal skills, including conflict resolution.
• Ability to multitask, remain calm under pressure, manage stress and ensure team performance, especially during high-pressure periods, peak seasons and demanding customer situations.
• Ability to work in a fast-paced professional environment.
• Ability to instill and demonstrate company values, mission, and vision to others.
• Proficiency with moderately advanced technologies, including complex software applications and phone systems.
• Skilled in comprehending detailed documents, including step-by-step instructions, diagrams and processes.
• Able to create written instructions, workflow charts and step-by-step processes.
• Experienced in presenting to groups.

Skills

The required skills for this role include strong leadership and communication abilities, which are essential for effectively managing a diverse team and ensuring clear information flow. Problem-solving skills are utilized daily to address customer inquiries and resolve issues promptly, enhancing the overall customer experience. Analytical skills are important for interpreting performance metrics and identifying trends that can inform training and operational improvements. Additionally, interpersonal skills foster a collaborative team environment, encouraging open dialogue and support among team members. Preferred skills, such as familiarity with contact center technology, will aid in optimizing workflows and improving service delivery