Call Center Supervisor - El Paso area

JOB TITLE: Call Center Supervisor DEPARTMENT: Call Center REPORTS TO: Call Center ManagerPOSITION SCOPE The Call Center Supervisor manages a team of agents and supporting team leads.  This individual is responsible for all performance related deliverables for their individual teams as well as the aggregate departmental goals.  Delivering repeatable, qualitative results with every call while managing at a product line level will contribute to the success of this role.  Diversity in leadership balanced by consistent results in a real time management environment play a critical role in the development in this position.  The service level of “high touch” transactions, coupled with commitment to service all customers as our only customer, requires the Call Center Supervisor to balance leadership with management.ESSENTIAL DUTIES AND RESPONSIBILITIESPeople Management Conduct quality monitoring with agents and identify improvement areas Help agents resolve problems and make decisions Answer agent questions related to policies and procedures Help agents set personal goals and objectives Monitor staff attendance and take corrective action when required Performance Measurement/Improvement Achieve weekly Service Level performance goals Achieve monthly Quality Assurance performance goals Conduct one-on-one performance evaluations Recognize and reward progress Manage and ensure agent schedule adherence Manage the availability of agents’ real time to ensure that Service Level objectives are met Gather and analyze team/agent performance data Prepare/conduct monthly performance reviews and provide a developmental plan for each agent Communicate performance results and goals to agents Business Process Support Support day-to-day work processes in the call center Lead improvement initiatives and be skilled in change management concepts KNOWLEDGE, SKILLS AND ABILITIES Bachelor’s degree or 3 years call center supervisory experience 3 years customer service experience Experience in meeting or exceeding team Service Level goals Excellent verbal/written communication skills Prior coaching/training experience Prior experience with call center tools (e.g., Blue Pumpkin, Witness) Siebel experience preferred Excellent customer service skills Ability to overcome objections Ability to multi-task Advanced understanding of ACD data and reporting Advanced understanding of Workforce Management concepts/tools Ability to diffuse adverse situations Education:  Bachelor’s degree preferred.Computer Knowledge Requirements: MS Office Suite, Blue Pumpkin or similar, SiebelOur employees enjoy a casual, yet results-oriented environment where we value creativity, teamwork and innovation. To take your first step toward joining our winning team, please CLICK HERE.