Online Call Center Supervisor

Business Operations TAMPA, Florida CHARLESTON, West Virginia

Description

Online Call Center Supervisor

When you’re in the business of making connections, diversity and inclusion become part of your fiber. We believe in unlocking the power of diversity to drive digital connectivity, so if you feel your experience looks a little different, and you can add value, we encourage you to apply! #BuildGigabitAmerica

About Us

Frontier is a leading communications provider offering gigabit speeds to empower and connect millions of consumers and businesses in 25 states.

It is building critical digital infrastructure across the country with its fiber-optic network and cloud-based solutions, enabling connections today and future-proofing for tomorrow.

Rallied around its purpose of Building Gigabit America™, the company is focused on supporting a digital society, closing the digital divide, and working toward a more sustainable environment.

Frontier is preparing today for a better tomorrow. Visit .

About the Role

Frontier is seeking a results-driven Online Call Center Supervisor to ensure excellent customer service is provided to all customers, both internal & external.

The role will be responsible for supervising a retention center and must have detailed knowledge of order flow, troubleshooting, and resolution of customer issues and concerns.

The supervisor will occasionally have a direct interface with customers and handle follow-up calls or escalations.

About You

You are a successful Sales Call Center Supervisor with the following attributes :

• Supervisory experience in a fast-paced environment
• Sales experience in an inbound call center environment, telemarketing, or outbound call center
• Strong Analytical skills and ability to review key performance indicators (Net Revenue, Revenue per Call)
• A passion for sales and achieving results

Your outstanding Leadership skills include :

• Coaching competencies aligned with our Leadership model
• Excellent communication skillsWritten Email and writing etiquette / Letters to customersVerbal Present to peers, team, and leadership team
• High visibility presence either in the work center or virtually

Responsibilities :

Assumes responsibility for executing the Quality Performance Management Program by consistently conducting and assessing Representative interactions and transactions via recordings and observations utilizing call monitoring systems;

delivers timely feedback to team and monitors progress

• Participates in calibration sessions directed by the training group to monitor adherence standards
• Collaborates with training and Call Center Operations in monitoring consultant skill levels, team schedule adherence, attendance, and compliance with Center performance measures and metrics
• Assumes responsibility for creating individual consultant development plans and routinely conducts performance reviews.

Provides direction to the team on achieving specific objectives, including contributing to a quality customer experience that promotes customer loyalty, brand recognition, and revenue generation

• Works with other leaders and with the Call Center Operations to manage work assignments and workflow
• Monitors day-to-day quality and production goals; monitors and assists in managing the workload of the team; and reviews and coaches on the importance of availability, quality of performance, service level, and other Center objectives and goals
• Analyzes daily performance activities, utilizing multiple reporting systems (e.g. Avaya, CCST, and others)
• Addresses escalations from consultants by providing a resolution
• Performs requisite administrative tasks, including but not limited to preparing reports, reviews, and other necessary documentation

Required Qualifications :

• Minimum of three years of customer service experience
• College degree preferred; High school or GED

Frontier salaries are estimated by third parties and may or may not reflect actual or total compensation. Please confirm with your recruiter.

We are deeply committed to attracting talented team members in the US from all backgrounds regardless of race, age, gender, ethnicity, religion, sexual orientation, disability status, or nationality.

However, at this time, we are not sponsoring any Visas.

Job Description

LaSalle Network is actively seeking Call Center Representatives for one of our clients in the Tampa, Florida area! In this position, you will help customers with any inquiries and answer any unsolved questions they may have, while providing top notch customer service.

Call Center Representative Responsibilities :

• Answer incoming calls and respond to customer emails
• Provide product, service, order-status and account information to customers
• Process orders, resolve billing issues, exchange or return merchandise and adjust customer accounts accordingly
• Research, identify and resolve customer complaints while maintaining detailed documentation and record keeping
• Identify and escalate unresolved customer issues to management for further investigation
• Follow up calls to customers to confirm appropriate changes were made

Call Center Representative Requirements :

• 1 year of experience working with customers in a phone-based role
• Working knowledge of Microsoft Office, general computer skills and basic typing skills
• Proven customer specialist experience : active listening, customer-focused, professional telephone manner, interact positively and effectively with customers, multi-task in a fast-paced environment
• Be a positive coworker : work well in a team environment, collaborate, bring a positive attitude, be reliable and dependable, willingness to support others and contribute to an overall positive culture
• Ability to use critical thinking skills and make decisions

If you are interested in this Call Center Representative role, apply today!

Thank you,

Tamara Ledogar

Project Manager

LaSalle Network

Job Description

LaSalle Network is actively seeking Call Center Representatives for one of our clients in the Tampa, Florida area! In this position, you will help customers with any inquiries and answer any unsolved questions they may have, while providing top notch customer service.

Call Center Representative Responsibilities :

• Answer incoming calls and respond to customer emails
• Provide product, service, order-status and account information to customers
• Process orders, resolve billing issues, exchange or return merchandise and adjust customer accounts accordingly
• Research, identify and resolve customer complaints while maintaining detailed documentation and record keeping
• Identify and escalate unresolved customer issues to management for further investigation
• Follow up calls to customers to confirm appropriate changes were made

Call Center Representative Requirements :

• 1 year of experience working with customers in a phone-based role
• Working knowledge of Microsoft Office, general computer skills and basic typing skills
• Proven customer specialist experience : active listening, customer-focused, professional telephone manner, interact positively and effectively with customers, multi-task in a fast-paced environment
• Be a positive coworker : work well in a team environment, collaborate, bring a positive attitude, be reliable and dependable, willingness to support others and contribute to an overall positive culture
• Ability to use critical thinking skills and make decisions

If you are interested in this Call Center Representative role, apply today!

Thank you,

Tamara Ledogar

Project Manager

LaSalle Network

Keywords and Related Terms : call center representative , call center , customer service #LI-NAOSCS

DIRECTOR OF OPERATIONS MARKET RESEARCH TELEPHONE CALL CENTER

Set up and manage projects from start to finish. This includes assigning interviewers to projects based on previous briefings and performance, checking quotas and remaining sample to complete the project, and ensuring supervisors are prepared for shift.

Full knowledge of the Quancept and Voxco CATI systems, being used in the center and its management; including capability of checking quotas, loading and managing sample, running toplines and other simple reports.

Daily meeting with direct staff regarding current project schedule, review project budgets vs. actual production, quality efforts and sample health.

Responsibility for management of telephone center operations including the quality, efficiency and performance of interviewing, and for ensuring all projects are completed on time, on budget and in a manner and quality that is consistent with client and the company goals.

Primary point of contact for all call center issues including technical infrastructure.

Planning, directing and coordinating department efforts, i.e., training, staffing, etc.

Understanding department budgets and utilizing them to promote Center success. Evaluating and developing strategies and plans for departmental success.

Ensuring a healthy work environment for all Center employees. Work with shift supervisors to ensure that all interviewers are meeting production goals by reviewing interviewer production statistics, identifying strengths and weaknesses of individual interviewers and ensuring that supervisors are working one on one to improve interviewer performance.

Oversee the assignment of interviewers to projects that maximize their strengths as well as the performance of the job and assign other interviewers to retraining.

Working with shift supervisors, ensure that all interviewers are producing quality work by confirming that supervisors are reviewing and coordinating feedback to interviewers on monitoring and validating.

Ensure that policies and procedures are being followed, and coordinate feedback from coding and data processing to the supervisors.

Ensure interviewers have a forum through which to evaluate supervisors

Continually coach supervisors and work to improve their level of competence both managerially and technically. Ensure the Center's overall quality is in line with Company Standards.

Ensure Client Services Managers are provided accurate, clearly presented status reports on their projects nightly, according to their specifications.

Ensure telephone center's quality assurance department provides feedback to supervisors on interviewer performance, and ensure supervisors are providing feedback to interviewers.

Oversee client monitoring and ensure project directors receive feedback from QA department regarding their clients’ monitoring.

Provide daily interviewer notes for staff detailing projects going that day, specific dialing patterns or client concerns, and goals for production and dials on each project.

Keep up to date with labor laws pertaining to the State we operate in as well as any 'conditions' affecting the work environment (i.

e., rules / guidelines re : COVID)

Responsible for the individual performance and development of supervisors.

• Communication skills in a professional setting
• Leadership skills
• Coaching and mentoring skills

Maintain budgets on jobs by tracking production rates versus their bid and hourly revenue. Intervene on problem jobs by communicating with Client Services Managers in order to meet hourly revenue goals on all projects.

Monitor gross and operating margins and work to achieve goals on a monthly basis. Monitor and maintain the center’s annual budget, i.

e., Gross Margin & Revenue per Hour (RPH).

Working knowledge of financial statements, i.e., budgets, gross margins, labor reports, etc.

Proficiency in Excel - understanding and using formulas, i.e., basic operations (MDAS), reference cells / worksheets

Problem solving, critical thinking, relationship building and empathy.

Techstaff has immediate openings for Inbound Call Center Customer Service Representatives. Projected duration is estimated as 6 months to 1 year.

Pay is $20.00 -21.35 per hour. The positions require experience with up to 100 inbound calls daily. The position schedules are between 8 : 00am and 5 : 30pm at the client facility located near Raymond James Stadium.

Using superior customer service and communication skills you will assist customers with account related functions such as : *Service start-up *Service termination *Change of address *Billing disputes *Usage inquiries *Explanation of special services and programs *Transfers to correct departments *General customer serviceThese positions are NOT sales, collections, cell phone, mortgage or credit card related! It does REQUIRE Inbound Call Center Exp.

If you have excellent communication skills, are reliable and have a stable work history please apply immediately with a resume attachment.