Outbound Contact Center Supervisor jobs in Florence, AL

JOB SUMMARY

• The Supervisor, Customer Relations provides leadership for the direct supervision of the staff that they are assigned which can include the sales, retention and or collection team members. The Supervisor, Customer Relations will actively promote excellent customer service to every customer or potential customer of the Buckeye Companies. The Supervisor, Customer Relations is responsible for leading and monitoring the daily activities of the division and the direct coaching, support, training, and performance evaluations of their assigned team members. The Supervisor, Customer Relations is required to be available to the needs of the entire division and to uphold a positive attitude and feeling of well-being in the division and within the department. The Supervisor, Customer Relations is responsible for actively achieving the goals of the division, department, company, and personal professional goals assigned.
• The Supervisor, Customer Relations team is responsible for recognizing inaccuracies and identifying problems in the information being provided to customers regarding packaging, billing of services and general information and will report all notable issues to the Manager, Customer Service as quickly and efficiently as possible.
• The Supervisor, Customer Relations reports directly to the Manager, Customer Service Call Center. Direct reports to the Supervisor, Customer Relations may include Customer Service Sales and Retention Representatives, Lead CRSs and Collections Representatives.

ESSENTIAL JOB FUNCTIONS

The Supervisor, Customer Relations is accountable for the following items:

• Monitoring the daily work activities of the Customer Service Sales/Retention and Collection employees;
• Coaching and motivation of their assigned team to meet and exceed where possible the standards of performance, including but not limited to sales/retention subscriber numbers, revenue, and non-pay monthly budget.
• Provide overall support to all Customer Operations Employees with an inhouse and remote staff.
• Timely notification and follow-up to team regarding new/updated policies and procedures;
• Availability for customer escalations as needed/requested by division employees or as requested by a customer.
• Immediate and consistent recognition of positive forces on assigned team;
• Immediate and consistent discipline of all employees on assigned team;
• Fair and unbiased treatment of all company employees
• Consistency in the implementation of all practices and procedures within the team
• Working as a member of the team to meet the performance standards of the Customer Operations Department.
• Following and enforcing the Company’s policies and procedures, including the EEO guidelines, at all times
• Actively promoting the sale, service, and retention of the company’s service to our customers and staff;
• Actively pursuing the unauthorized use of the company’s services;
• Encouraging and enforcing positive forces within the department, leadership skills within the department, and above average job performance within the department;
• Timely and accurate completion of employee performance evaluations;
• Planning, implementing, and monitoring of employee recognition programs for assigned team;
• Working towards the successful completion of annual personal, department and company goals;
• Insuring the confidentiality of all customer information;
• Following and enforcing the Company’s policies and procedures, including the EEO guidelines and safety, at all times;
• Performing any miscellaneous department duties as needed.

JOB REQUIREMENTS

Education and Experience

• High School Diploma – Required
• Previous experience in management or a supervisory position with sales, retention, and collections – Preferred
• Minimum of 1 year of customer service experience – Required
• Ability to perform the essential job functions of the Lead CSR – Required
• Possess strong interpersonal and communication skills, along with an approac

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Education:

• High school or equivalent (Required)

Experience:

• Call center management: 1 year (Preferred)
• Customer service management: 1 year (Preferred)

Ability to Relocate:

• Booneville, MS: Relocate before starting work (Required)

Work Location: In person