Supervisor, Operations - Seasonal

Description

The Supervisor, Operations - Seasonal role at ResultsCX provides world-class support to the Call Center Agents and our clients' customers, driving to exceed performance targets. The supervisor supports and develops RAs by providing and delivering a Best-In-Class level of coaching in areas of call center performance, customer service, technology, and professional development.

Responsibilities

• Directly manage a team of 10 or more agents, including input on hiring, appropriate discipline, discharge, and accuracy of payroll documentation.
• Identify, prioritize, and coach agent development areas.
• Document account resolutions, issues, and general notes.
• Aid agents with product or account issues for customers.
• Maintain target levels of performance required by the client.
• Maintain up-to-date knowledge of products and procedures by attending email updates, team meetings, trainings, and briefings.
• Provide motivational techniques to promote team building and increase team and Call Center morale.
• Multitask, listen, input data, probe, and prove solutions to agents.
• Ensure all agent reference materials are up to date.
• Undertake duties of a general nature or additional tasks as business requires.
• Conduct mandatory phone call monitoring and desk-side coaching to ensure agents provide required levels of customer service.
• Ensure agents have working equipment and all necessary items for their job.

Requirements

• Consistent attendance and punctuality.
• Experience as a mentor.
• Proficient knowledge of inbound contact center environment.
• Excellent phone skills, customer service skills, analytical, and troubleshooting expertise.
• Solid verbal and written communication skills.
• The ability to multitask, handle escalated calls, and deal with upset customers professionally and courteously.
• A flexible schedule.
• Analytical and troubleshooting expertise.
• The ability to develop and motivate a team.
• Superb listening, probing, negotiation, and deescalation skills.

About ResultsCX

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX's 30+-year track record for reimagining the customer experience to meet consumers' evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Results-CX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.