UNIFIED CALL TEAM SUPERVISOR - Larry White Associates : Job Details

UNIFIED CALL TEAM SUPERVISOR -FULLY REMOTE COMPENSATION PACKGE INCLUDES SALARY OF $60K + EXCELLENT BENEFITS QUALIFICATIONS

• Bachelor's and/or 5 years' experience in call center management required
• Work schedule is often Monday to Friday and will include rotations for Saturday as well as on call coverage on a regular basis, hours vary based off of workload.

This is an excellent opportunity for a UNIFIED CALL TEAM SUPERVISOR that can manage daily operations and personnel aiming for maximum efficiency and cost-effectiveness. Although this position is completely REMOTE with local offices in NH and ME, candidates residing in NH or ME are preferred and will attend some meetings, etc. As the supervisor you must be an organized, reliable and results-driven professional; have a practical mind to solve problems on the spot partnered with an ability to see the big picture and make improvements. The goal is to do everything possible to attain goals and achieve great results for our company. JOB DESCRIPTION:

• Work with manager to implement objectives, analyze call center metrics, ensure that the company and staff meet goals and provide reliable, efficient support for customers
• Develop, coach, support and evaluate the team:
• Provide feedback and coaching timely
• Evaluate and coach back customer service skills to assure consistent quality
• Foster/mentor a consistent positive, cooperative, courteous, and professional attitude
• Manage attendance
• Administer disciplinary action as necessary
• Recognize and reward excellent team performance
• Answering representative's questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees
• Assisting other management team members in identifying trends and establishing call center goals
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed •Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
• Taking on other tasks or projects to support employees, other managers, and call center operations.
• Develop standards, processes, procedures and documentation to support quality and service goals involving triage and assignment of incoming calls to closing a call with a satisfied customer

BENEFITS: Excellent health coverage, generous paid time off, flexible scheduling and much more! •Medical, dental, vision insurance - Single plan is free •Retirement planning and profit sharing •Employer paid short/long term disability •Employer funded HSA account •Employer Sponsored - Employee Assistance Program •Tuition Reimbursement - Access to in-house learning portal