Call Center Supervisor - Phoenix, United States - Empereon
Empereon
Phoenix, United States
Verified Company
1 day ago
Description
Empereon is seeking an
Outbound Supervisor responsible for supervising and coordinating the activities of a team of call center agents.
What we proudly offer:
- Salary + very lucrative commission/bonuses
- Benefits; Medical, Dental, Vision, 401k
- Advancement opportunities
we encourage promoting from within
Essential Duties and Responsibilities(other duties may be assigned):
- Manage the daily running of a team of call center agents
- Provide guidance, direction, and support to agents, including setting performance standards and monitoring performance; be available when an agent appears to need assistance
- Motivate and encourage agents through positive communication and feedback; Maintain harmony among agents and resolve grievances; Encourage and build mutual trust, respect, and cooperation among team members
- Identify the developmental needs of agents; coach, mentor, or otherwise help agents to improve their knowledge or skills; provide effective opportunities for agent feedback
- Establish a learning and development plan for each agent, as applicable, either an action plan for unsatisfactory performance or a talent management plan for employees who have excelled and surpassed their performance expectations
- Plan and prepare work schedules; make necessary changes in staffing based on day of week, sales promotions, and other (un)anticipated events
- Develop daily contests that increase agent motivation and morale
- Monitor sales staff performance to ensure that goals are met
- Monitor sales calls to observe employee demeanor, technical accuracy and conformity to company policies and FCC regulations
- Keep track of attendance, daily statistics, paid time off, sick time, etc.
- Answer questions and recommend corrective action to address customer complaints
- Communicate and follow up to ensure agents are fully aware of all information related to products, procedures, customer needs, and company related issues or changes
- Reinforce work procedures and expedite workflow; study and standardize procedures to improve efficiency and provide recommendations to management.
- Organize information and prepare reports for management, clients and others; relay information to and from management and direct reports
- Maintain records for reference and tracking purposes
Pay:
$42,000.00 per year
Ability to Relocate:
- Phoenix, AZ 85021: Relocate before starting work (required)
Work Location:
In person