Team Supervisor - Oklahoma City, Oklahoma

About the role

The Team Supervisor will lead a team of approximately 15 customer service employees in day-to-day Customer Service operations to achieve and exceed performance expectations. This position is responsible for ensuring all communications (telephones, emails, etc.) directed to the Customer Service Center are handled appropriately. The Team Supervisor provides leadership, direction, accountability, and coaching to ensure adherence to company policies and procedures.

Responsibilities

• Coach, motivate, and inspire team members to achieve and exceed performance goals.
• Monitor service calls to observe customer service representatives’ demeanor, technical accuracy, and conformity to company policies; provide feedback and development as needed.
• Partner with peers and other members of leadership to support agents and maximize customer satisfaction.
• Monitor and analyze team performance to strategically assist in the development of their team’s skills.
• Field questions from customer service representatives and recommend changes to address how to alleviate customer complaints.
• Minimize customer escalations through effective coaching and support as well as handle issues that have escalated above your team.
• Conduct salary reviews, performance reviews, and career development sessions with direct reports.
• Possess and maintain a thorough knowledge of telecommunications industry information.
• Proactively and positively communicate corporate messages and changes; provide constructive feedback to leadership as needed.
• Effectively use recognition, coaching, training, and other tools to lead the team and inspire industry-leading performance, accountability, attendance, and employee retention.
• Partner with Human Resources to conduct any necessary investigations, deliver disciplinary actions, including separations, and document all interactions and communications.
• Partner with Talent Acquisition to interview new candidates for various customer service roles.
• Demonstrate strong interpersonal communication, time management, and multi-tasking skills.

Requirements

• Minimum of one (1) year of supervisory/leadership experience in a call center, customer service, or collections environment.
• Must be able to work weekends and change schedule to meet staffing demands on short notice.
• Must possess excellent written and verbal communication skills.
• Strong MS Office application skills as well as an aptitude to learn new applications quickly.
• Able to coach and train new staff in all areas as needed and provide a source of knowledge for staff inquiries.
• Able to work effectively both independently and in a team environment.
• Able to exercise independent judgment and discretion in performing duties.
• Must be a self-starter and utilize a proactive approach to achieve results.
• Communication - while the ability to communicate professionally and politely is required, we have customers who need effective communication in both Spanish and English. The ability to communicate, verbal and written, in both Spanish and English is preferred. (Ability to successfully pass a fluency test is required to be considered for the Bilingual opportunity).

Qualifications

• Must be able to work weekends and change schedule to meet staffing demands on short notice.
• Must possess excellent written and verbal communication skills.
• Strong MS Office application skills as well as an aptitude to learn new applications quickly.
• Able to coach and train new staff in all areas as needed and provide a source of knowledge for staff inquiries.
• Able to work effectively both independently and in a team environment.
• Able to exercise independent judgment and discretion in performing duties.
• Must be a self-starter and utilize a proactive approach to achieve results.
• Communication - while the ability to communicate professionally and politely is required, we have customers who need effective communication in both Spanish and English. The ability to communicate, verbal and written, in both Spanish and English is preferred. (Ability to successfully pass a fluency test is required to be considered for the Bilingual opportunity).

Skills

• Excellent written and verbal communication skills.
• Strong MS Office application skills.
• Ability to coach and train new staff.
• Ability to work independently and in a team environment.
• Ability to exercise independent judgment and discretion.
• Ability to communicate in both Spanish and English (preferred).

Benefits

Competitive base pay with potential for shift differential, overtime and bonus pay.
Medical insurance (98% company-paid for full-time employee only coverage)
Dental and Vision insurance (100% company-paid for full-time employee only coverage)
401(k) company match of 100% up to 6% of your pay
Discounted Consumer Cellular wireless phone plan for employees
Paid Time Off (PTO) available following a 30-day waiting period
Flexible Spending Accounts (FSA) for health care and dependent care expenses
Life and AD&D insurance equal to 1x your annual earnings (100% company-paid)
Long-Term Disability insurance (100% company-paid)
Employee Assistance Program (100% company-paid)
Education reimbursement
Employee rewards program
Accrue up to 40 hours in 1st year for hourly positions and up to 120 hours for salaried positions.

Pay

Minimum Salary: $54,600
Maximum Salary: $76,650

Schedule

Full-time