Contact Center Supervisor

 CONTACT CENTER SUPERVISOR

 



Specialty Catalog Corp. located in our new facilities in West Bridgewater, Massachusetts has a Contact Center Supervisor position available to work Monday through Friday 8:00 a.m. to 4:30 p.m. Candidates must be flexible with their schedule as we may require a rotating schedule working one week-end day while having a week day off. 

 

Primary Duties and Responsibilities: Assist Contact Center Operations team to drive operating improvements, quality performance through productivity measurements, monitoring, coaching, and training.Grow, develop, and retain a team of contact center representatives providing coaching and developmental opportunities that continuously build and expand both individual and team capabilities.Foster a team environment that encourages collaboration and peer support.Assist with recruitment, selection and retention of highly qualified candidates.Foster a culture of inclusion that encourages employee contributions and ensures respect and support of all types of individuals.Ensure that assigned representatives meet and/or exceed company sales objectives and contact center goals.



Daily Responsibilities:

Contact Center Supervisors must assist with the daily operations of the Sales Team and the Customer Care Team and successfully achieve the goals as established.  To do so, supervisors must, on a daily basis:

 Assist with the daily operations of the department to ensure calls are handled effectively and efficiently within established SLA’s.Provide ongoing mentoring to Contact Center Representatives.Assist with establishing, maintaining and monitoring a sales program that will successfully achieve established sales goals.Maintain and monitor sales promotion activities.Assure adherence to company policies and procedures while meeting or exceeding all performance metrics.Process associates’ reviews, guaranteeing reviews are delivered on time with thorough and accurate documentation.Deliver accurate and timely feedback with regard to attendance and performance issues.

Job Requirements:

 

Prior Contact Center supervisory experience required. Candidates should possess strong written and verbal communication skills. As supervisor, you must be self-motivated and display initiative.  Proven leadership, problem solving, analytical and organizational skills are necessary.  Must be willing to work above stated hours and may be asked to adjust schedule for proper coverage.  Professional demeanor is a must. 

 

Specialty Catalog Corp., a leader in Direct Marketing, is an equal opportunity employer offering generous compensation and an excellent benefits package.

 

If your qualifications meet our standards for excellence please apply online at:

https://home.eease.com/recruit/?id=19164