Call Center Online Supervisor

$55,000 - $155,000/Yr

Citizens Telecom Services Company L.L.C. - New London, CT

Full-time - Mid Level

New London, CT

1,001-5,000 employees

Telecommunications

About the position

The Call Center Online Supervisor at Frontier is responsible for overseeing the Sales & Service Consultants in the Customer Contact Center. This role focuses on ensuring that the team's performance aligns with the company's vision and business objectives, while also delivering exceptional customer satisfaction and loyalty. The supervisor will provide coaching, leadership, and direction to the team, ensuring that all consultants are well-trained and equipped to handle customer requests effectively.

Responsibilities

• Supervise and lead a team of Sales & Service Consultants to meet business objectives.
• Create and maintain individual development plans for consultants and conduct performance reviews.
• Provide direction on achieving specific objectives related to customer experience and loyalty.
• Execute the Quality Performance Management Program by assessing representative interactions and providing feedback.
• Collaborate with training and management teams to monitor consultant skill levels and adherence to schedules.
• Ensure representatives are trained and following correct procedures to maintain quality.
• Monitor daily quality and production goals, assisting in managing team workload.
• Analyze daily performance activities using reporting systems and provide ongoing feedback.
• Address escalated calls and transactions, providing resolutions as needed.
• Perform administrative tasks including preparing reports and documentation.

Requirements

• Minimum of three years of customer service experience required.
• High School diploma or GED required; College degree preferred.
• Supervisory experience in a fast-paced environment is essential.
• Retail or Call Center experience is preferred.
• Sales experience in a telemarketing or outbound call center environment is necessary.
• Strong analytical skills to review key performance indicators.

Nice-to-haves

• Flexibility in work schedule.

Benefits

• 401(k) matching
• Caregiver leave
• Dental insurance
• Health insurance
• Paid holidays
• Paid parental leave
• Paid time off