Inktel Contact Center Solutions

posted about 1 month ago

Full-time - Mid Level
Administrative and Support Services

About the position

The On-Site Call Center Supervisor at Inktel Contact Center Solutions is responsible for leading a team of 15-20 direct reports in a dynamic call center environment. This role focuses on driving productivity, ensuring high-quality customer service, and meeting operational goals. The supervisor will implement strategies to maintain low attrition rates and foster a culture of accountability and continuous improvement within the team.

Responsibilities

  • Model Inktel's Passion for People in every interaction.
  • Lead a team of 15-20 direct reports; coach, develop, and motivate them to ensure world-class customer service.
  • Implement strategies to keep attrition low.
  • Oversee the day-to-day operation of the assigned program and ensure program goals are met.
  • Drive a culture of accountability, continuous improvement, and personal excellence.
  • Praise and share feedback with direct reports regarding their performance; suggest improvements when applicable.
  • Work constructively with other functional areas to share ideas and leverage best practices.
  • Be a subject matter expert on the client's business and demonstrate knowledge and commitment.

Requirements

  • Working knowledge of call center KPIs and how to drive productivity through a team.
  • Experience leading a call center team.
  • Excellent verbal and written communication skills.
  • Experience with voice, chat, and email channels is a plus.
  • 5 years of customer service experience required.
  • 2 years of call center supervisory experience required.

Benefits

  • 401(k) matching
  • Dental insurance
  • Employee discount
  • Health insurance
  • Paid time off
  • Vision insurance
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