Contact Center Supervisor - Hoover, AL

Job Description

The Contact Center Supervisor oversees the day-to-day operations of a team of representatives handling customer service inquiries and problems via telephone and e-mail. Key responsibilities include:

• Plans, directs, supervises, and evaluates work flow to meet operational requirements, recommended improvements, and performance monitoring standards
• Responsible for the daily application of organizational policies and procedures that drive performance and promote the Contact Center culture
• Answers questions from staff and provides guidance and feedback
• Anticipates escalations and takes over calls when needed
• Handles all corrective action for agents in areas of attendance, availability, compliance, and overall performance
• Hires and onboard new associates
• Performs other duties as assigned

Requirements

• High School Diploma or GED
• Three (3) years of experience in customer service/sales environment
• One (1) year of leadership/management experience
• Proven ability to meet/exceed performance goals
• Accurately observes stable and scrolling on-screen text and images
• Accurately detects verbal information and communicates verbally using a headset or speaker and microphone
• Operates a keyboard and mouse to type and make on-screen selections
• Works at a computer for extended periods of time

Preferences

• Bachelor's degree

Skills and Competencies

• Ability to work effectively in a team environment
• Motivated team player with a positive attitude and ability to work in fast-paced environment
• Strong written and verbal communication skills
• Strong critical thinking and problem-solving skills

Schedule

Monday–Friday, 10:00 a.m. – 7:00 p.m. May have to work weekends based on business needs.

Position Type

Full time

Compensation Details

Pay ranges are job specific and are provided as a point-of-market reference for compensation decisions. Other factors which directly impact pay for individual associates include: experience, skills, knowledge, contribution, job location and, most importantly, performance in the job role. As these factors vary by individuals, pay will also vary among individual associates within the same job.

Other Information

• Minimum Job Range: $49,199.70 USD
• Median: $68,240.00 USD
• Incentive Pay Plans: Not applicable
• Benefits Information: Regions offers a benefits package including paid vacation/sick time, 401K with company match, medical, dental, and vision benefits, disability benefits, health savings account, flexible spending account, life insurance, parental leave, employee assistance program, associate volunteer program, and more. For details, visit this link.
• Location Details: Riverchase Operations Center, Hoover, Alabama
• Equal Opportunity Employer: including Disabled/Veterans