Contact Center Supervisor

Summary

Join Help at Home as a Contact Center Supervisor and lead the daily operations of the contact center, ensuring customers receive high-level service and quality. You will oversee agents, handle escalated customer issues, and analyze data to identify trends and areas for improvement.

Requirements

• Ability to lead a contact center team in a fast-paced work environment
• Ability to manage and delegate multiple tasks and manage time efficiently
• Experience working with external vendors and BPO's
• Experience in working with CRM tools such as Zendesk
• Proven leadership skills, inspiring staff to meet or exceed the expectations of our customers and clients, ensuring long term success in all facets of the business through best practices and coachable moments
• Demonstrates a commitment to guiding staff to build knowledge and key skills that support achieving goals and build the overall capability of the organization to be successful through effective leadership and coaching
• Ability to lead change and innovation effectively by translating the organizations vision, mission, and strategic objectives into challenging but attainable goals
• Strong interpersonal and intercultural communication skills to effectively communicate internally and externally with all levels of the organization, including direct reports, customers, clients and vendors
• Maintain a professional telephone presence for constructive and engaging communications, and possess conflict resolution skills for more challenging communications
• Ability to build constructive, collaborative and effective relationships with colleagues at all levels, enhancing team spirit to achieve organizational objectives
• Demonstrates analytical abilities, leveraging tools to creatively resolve problems in a variety of contexts with a keen eye on detail
• Education: Bachelor’s degree in Business Administration, Management, Communications, or a related field
• Experience: Minimum of 5 years of experience in operations or contact center management, with at least 5 years in a leadership role
• Proven record in managing operations and omnichannel contact centers
• Good understanding of contact center technologies and omnichannel platforms

Responsibilities

• Operational Management: Oversee day-to-day operations of the contact center, ensuring efficient and effective handling of customer and client interactions across all channels (phone, email, chat, social media, etc.)
• Monitor key performance indicators (KPIs) to optimize agent performance, including customer satisfaction, first contact resolution, and average handle time and provide coaching and feedback
• Ensure adequate coverage and resource allocation through proper planning and scheduling
• Handling escalated customer issues and serve as an escalation point for contact center agents including BPO partner
• Perform all other duties as required and assigned
• Caregiver and Client Experience: Champion a customer-centric culture within the contact center, ensuring that all interactions reflect the company’s commitment to customer and client satisfaction
• Performance Management: Conduct timely audits on staff performance and document for feedback sessions with staff
• Provide regular and consistent one on ones with direct reports, providing guidance, coaching, development and performance feedback
• Identify training and development needs and implement programs to address skill gaps
• Compliance and Quality Assurance: Ensure compliance with all relevant regulations, policies, and procedures
• Maintain up-to-date knowledge of both our internal policies and procedures including adherence to the Privacy Act and HIPAA as it relates to the confidentiality of information released
• Address and resolve escalated customer and client issues in a timely and effective manner