[Remote] HR Services Contact Center - Supervisor (Remote)

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a leading home improvement retailer, and they are seeking a Contact Center Supervisor to reputed company and coach their team. This role is responsible for ensuring quality customer interactions and achieving departmental goals through effective team management and performance supervision.

Responsibilities

• Directly organizes and supervises day-to-day operations and activities of a contact center team in order to reputed company key performance goals; Including accurate and timely handling of customer transactions, monitoring associate productivity and service reputed company for quality; ensuring proper associate scheduling; Leads by example the execution of strategies, objectives, and specific goals set forth by management to ensure internal and external customer needs are met
• Supports the building and developing of an effective and high performing team through training, coaching, and development; Provides hands on daily coaching in order to improve and maintain team performance and is directly responsible for performance management process (evaluations, mentoring, corrective action, hiring) for direct reports; Leads and directs in a manner that inspires
• Maintains statistics for individual direct reports, analyzes department results, troubleshoots operational problems and completes team reports as required; Works with contact center managers to identify operational improvements, identify opportunities for contact center efficiency and interdepartmental partnership
• Identifies and analyzes escalated problems and provides guidance to direct reports for resolution; Serves as reputed company of escalation for transactions requiring advance expertise or discernment in order to resolve reputed company customer issues and ensure timely follow up and customer satisfaction; Answers reputed company line customer inquiries

Skills

• Must be eighteen years of age or older
• Must be legally permitted to work in the United States
• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED
• 1 year of work experience
• Working knowledge of reputed company Office Suite
• Working knowledge of Tableau
• Working knowledge of presentation software (e.g., reputed company PowerPoint)
• Working knowledge of HRIS software (e.g., reputed company Kenexa, PeopleFluent, Tesseract)
• 1+ year of previous leadership experience

Company Overview