Customer Service Call Center Supervisor

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At Office1, we leverage our "winning triangle" to create an unparalleled company culture. We align our commitment to our customers with our employee goals. We understand that our employees enable our customers' success and that is why we focus on creating opportunities rooted in our employee' purpose and passions!

What is Office1?

As a leading provider of office technology solutions in the SMB space, Office1 has been serving our customers since 1995. We offer our customers a unique SaaS like engagement to manage all their technology technological needs this has enabled Office1 to become one of the fastest growing managed service providers in the Western United States.

Come help us shape the future!

We are looking for an energetic, positive, and experienced Customer Service Call Center Supervisor to join our amazing Customer Service Concierge's team. We are looking for a skilled Supervisor who can assist in leading our team to provide better performance and improve customer service quality through training, encouragement, and coaching. Our ideal candidate is organized, reliable, and results driven. As a Call Center Supervisor, you must have excellent customer service and communications skills.

RESPONSIBILITIES

• Hire, train, motivate, and manage a team of call center representatives to provide excellent customer service and interaction.
• Work with other management team members to develop call center objectives based on profitability and efficiencies.
• Lead performance management including mentoring, coaching, and development.
• Ensure staff members are achieving desired service levels and take corrective action, as needed.
• Answers questions and provides guidance through difficult calls or issues.
• Prepares reports and analyzes call center data to improve processing, maximize efficiency, ensure resources are properly allocated, and ensure customer satisfaction.
• Work with call center representatives to solve problems such as difficult calls.
• Evaluate staff performance and effectiveness annually and on an as-needed basis.
• Analyze call center data, metrics, and prepare reports for management.

EXPERIENCE/ EDUCATION

• Proven experience as Customer Service Call Center Supervisor or similar position.
• 2 years prior call center experience in relatable field.
• High school or equivalent; Higher degree or certification is appreciated.
• Prior background in office technology or relatable industry a plus.
• Experienced in investigating/research of customer account information within systems.
• Demonstrated experience in maintaining confidentiality of all sensitive matters and information (i.e. customer accounts, financial transactions, etc.).

REQUIRED SKILLS/ ATTRIBUTES

• Strong leadership, problem-solving, analytical, de-escalating, and conflict resolution skills.
• Ability to deliver results within assigned timelines with decisiveness and attention to detail.
• Outstanding organizational, interpersonal, sensitivity, and time management skills.
• Ability to take initiative, establish priorities, and take ownership of work.
• Excellent oral and written communication skills; remains calm under pressure.
• Proficiency with necessary technology, including computers, software application, etc.
• Ability to multi-task while managing multiple assignments and/ or projects successfully.