Call Center Supervisor in Clearwater, Florida | DiversityInc Careers
 
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Call Center Supervisor

JOB SUMMARY
Responsible for coaching, development and supervision of a team of Sales Support Representatives. Accountable for meeting and exceeding established objectives.


MAJOR DUTIES AND RESPONSIBILITIES
Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork.

Oversees the daily operations of the Sales Support Team, provide staff guidance and support to attain quality customer service.

Provides both ongoing training as well as training for newly hired Sales Support Reps
Minimize the escalation of customer complaints and work to retain lost residential sales.

Trains and evaluates departmental personnel in order to comply with set standards in providing customer service.

Provides guidance to staff with order processing questions/issues, service complaints; answer questions regarding services and products; provides instruction on troubleshooting techniques including escalation procedures to be used with business partners.
Generates reports for management as required.
Hires, evaluates, coaches and counsels personnel in the performance of their duties.
Interfaces with other departments through written and verbal communications to handle customer situations; research customer complaints and process correcting orders into the computer systems.
Performs other duties as requested by supervisor.


REQUIRED QUALIFICATIONS
Skills /Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to prioritize and organize effectively
Ability to supervise and motivate others
Ability to use personal computer & software applications
Ability to work independently in group environment
Ability to effectively address/resolve customer complaints and issues

Ability to work while seated for prolonged periods of time, taking back-to-back calls
Good/Excellent knowledge of all three lines of business (Cable, HIS, Telephone)
Knowledge of general accounting & billing procedures
Knowledge of office procedures and Company policies
Knowledge of service troubleshooting
Knowledge of residential product information, packaging, pricing and current offers


Education
College course work in business or related field or equivalent experience


Related Work Experience
Customer service experience/Supervisory experience
Telephone, Video, High Speed Data experience



PREFERRED QUALIFICATIONS
Skills /Abilities and Knowledge
Ability to maintain confidentiality
Ability to make decisions and solve problems while working under pressure
Ability to prioritize and organize effectively
Knowledge of the cable industry - products and services
Prior supervisory or management experience


WORKING CONDITIONS
Office environment
Flexible work schedule may be required