Contact Center Supervisor

Contact Center Supervisor Details:

• Love to tackle challenges and develop innovative solutions to address those challenges
• Be self-driven to achieve excellence in everything they do
• Be motivated, reliable, and persistent
• Have strong ethics and integrity
• Be enthusiastic, have a positive mindset, and know how to have fun
• Continually be growing by setting and obtaining personal goals and challenges
• Have a passion for world-class customer service
• Have raving fans in past employers
• Able to work successfully with a diverse group of people and be a team-player

Education & Experience:

• 2-5 years of contact center or customer service experience with a minimum of two years in a leadership/management role
• Experience developing others through active coaching, providing actionable feedback, and demonstrating hands-on leadership
• Experience with social media management and providing customer service online via chat is a plus!
• Experience working in a fast-paced environment with changing priorities and goals

Knowledge, Skills, and Abilities:

• Strong understanding of the contact center environment and the key levers to enhance performance and achieve client and financial targets
• Clear, concise and effective communication skills (both oral and written)
• A solution-oriented and positive mindset that openly embraces change and stretch goals.
• Strong organizational skills with an ability to prioritize objectives with little-to-no assistance, find issues and create and execute on solutions that address those issues..
• Ability to multitask and thrive in a fast-paced, high-pressure environment.
• An ability to inspire and motivate your team and create a highly engaged, committed, and empowered workforce Responsibilities
• Lead a team of 12-18 direct reports; coach, develop, and motivate them to ensure that they are providing world-class customer service on all customer interactions, delivering on their commitments, and maximizing their potential
• Oversee the day-to-day operation of your assigned program and ensure that program goals, such as service level, quality, and staffing, are met
• Drive a culture of accountability, continuous improvement, and personal excellence
• Communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their customers
• Praise and share feedback with direct reports regarding their performance; suggest improvements, changes, or updates when applicable
• Work constructively with other functional areas throughout the organization, such as quality assurance, training, and recruiting, to share ideas and leverage best practices
• Develop and audit quality assurance strategies to ensure the delivery of world-class service
• Be an ambassador for Inktel’s culture – role model our values in everything you do
• Be a subject matter expert on your client’s business. Earn their respect by demonstrating your knowledge and commitment to their program in all interactions.
• Implement strategies to ensure attrition remains at an acceptable level.

Inktel is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.