Inbound Contact Center Supervisor supervises inbound contact center agents and operations focusing on selling products or services. Monitors metrics and targets for service volume, sales, and timeliness. Being an Inbound Contact Center Supervisor responds to escalated calls with remedies or solutions. Implements sales and product training to update staff on product and service offerings, customer response standards, scripts, operational policies, and procedures. Additionally, Inbound Contact Center Supervisor prepares staff work schedules to ensure coverage and coordinate training. May require a bachelor's degree. Typically reports to a manager or head of a unit/department. The Inbound Contact Center Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be an Inbound Contact Center Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
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Shifts may range from 5am to 10pm
The Operations Supervisor will lead a team of on-site and/or W@H Tier 1 and Sr. Analysts in the daily operations in an IT Healthcare Call Center Environment. They are responsible for coordinating the daily, tactical activities of their team for the purpose of meeting client Service Level Agreements (SLA). The Operations Supervisor proactively seeks ways to improve team performance by appropriately managing resources for the purpose of providing an outstanding service experience, with efficient and accurate resolutions. The Operations Supervisor is expected to coach, motivate, and inspire their team of analysts to achieve and exceed performance results. The Operations Supervisor must demonstrate strong interpersonal skills, time management and multi-tasking skills. Supervisors strive to develop the individuals of their team to reach personal career and organizational goals. Operations Supervisors are responsible for building effective working relationships, making sound decisions, initiating action, and achieving results.
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