Call Center Supervisor - Altoona | Zoek USA | 0d0821
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Call Center Supervisor
GTL is looking for Call Center Supervisors to lead our Call Center teams.
12:30 PM - 9:00 PM / Tuesday and Wednesday off
2:00 PM - 10:30 PM / Thursday and Friday off
The Call Center Supervisor is responsible for managing and fostering growth and development for the Customer Service Representatives (CSRs). The Call Center Supervisor will assist the CSR's in performing their duties in an accurate, efficient, and professional service, focused customer experience to GTL's customers via all support channels. The selected candidate will be responsible for overseeing the workflow from his/her team to include: coaching and motivating employees, managing performance and attendance, gathering and analyzing performance data, ensuring a high employee retention rate, and maintaining a high level of morale.
Develops Customer Service Representatives (CSR's) to respond respectfully to Friends and Family (F&F) inquiries to include troubleshooting issues with services or products
Ensure all CSR's understand and comply with all call center objectives, performance standards, and policies while inspiring and motivating team members to drive efficiencies and increase quality
Ability to answer incoming calls from F&F members and assist with account transactions and inquiries via telephone to include escalations
Administer the department's incentive and evaluation programs to reward performance of individuals and to pinpoint individuals requiring further product training and development
Manage all assigned staff by monitoring and evaluating performances during weekly coaching sessions where you can provide individual plans for enhancement and/or improvement where necessary
Monitor Friends & Family ACD performance to ensure that the skills are adequately staffed that day to reach the department goal of maintaining an ASA goal of less than 3 minutes daily
Monitor and evaluate performance; provide learning or coaching opportunities and take corrective action, if necessary
Work with other supervisors and management team members to support agents and maximize customer satisfaction while coaching each CSR with specific key practical behaviors and documenting each coaching interaction
Set expectations, provide clear direction to ensure consistent progress is made toward monthly, quarterly, and annual goals dictated by company performance evaluations
Review Quality Audits to CSR's when received
Provide Quality coaching sessions to CSR's at minimum, one time per week
Review, approve and maintain time sheets on or before the defined company deadlines
Provides input and/or assistance in suggesting and/or formulating new policies and procedures; recommends changes to existing policies and procedures as required to improve operations in efficient achievement of performance indicators or to support changing business requirements
Conducts problem solving to "own" issues and share continuous improvement opportunities with leadership
Performs other work as required and assigned
High School Diploma or equivalent is required
Minimum of five (5) years working in a customer service focused position
Must have experience working in a call center or contact center environment
Must have strong leadership skills demonstrated in either an individual contributor role where leadership skills were needed and/or in a supervisory or management position
Proficient with technology, especially computers, software applications, and phone systems
Exceptional verbal and written communication skills; demonstrated ability to influence customer and internal stakeholders
Strong understanding of company products, policies, and services
Ability to coach, train, and motivate employees and evaluate their performance
Excellent problem solving, leadership, and customer service skills
Analytical, efficient, and thorough
Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
Ability to handle escalated customer service calls
Exceptional customer service mindset: a desire and ability to lead a group to superior outcomes
Superior independent judgement and decision making
Ability to problem solve, troubleshoot, and provide excellent customer support
Ability to work in a fast-paced environment
GTL, an innovation leader in correctional technology, education solutions that assist in rehabilitating inmates, and payment services solutions for government. GTL leads the fields of correctional technology, education, and government payment services with visionary solutions and customized products that integrate seamlessly to deliver security, financial value, and operational efficiencies while aiding inmate rehabilitation and reducing recidivism rates. GTL is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, pregnancy or pregnancy-related condition, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.