Call Center Supervisor
Company Name:
Sempra Energy
Company: Mobile Gas Service Corporation
Requisition Number: 13-990
Job Title: Call Center Supervisor
Area of Interest: Administrative Services
External Description:
This position will manage day to day activities of a utility call center receiving inbound customer calls. The supervisor will directly manage customer service representatives, ensuring that incoming calls are answered within service levels and customers are provided with consistent and accurate information. Responsibilities include monitoring the phone queue and real-time agent adherence, performing quality evaluations, appraising performance, conducting coaching sessions and providing information to employees in support of customer inquiries and escalations. The supervisor is also responsible for assisting in the development of his/her team; ensuring that agents are compliant with corporate policies; and providing a consistent customer experience in every interaction.
Monitors real time adherence and call statistics and communicates with management to ensure on/off phone activity is managed efficiently
Conducts coaching sessions with employeesProvides subject matter expertise to CSRs in support of resolving customer issues and speaks to customers as needed
Appraises CSR performance via generating meaningful reports and performing root cause analysis
Evaluates employee performance via recorded monitoring, and participates in call quality calibration sessions
Participates in broader performance improvement initiatives
External
Qualifications:
Education / Experience -
Associate's degree and a minimum of three years of progressively responsible call center operations experience with at least one year in a leadership capacity; experience providing equivalent knowledge may be substituted for degree.
Skills/Knowledge/Abilities -
Ability to lead, guide, train and motivate others to successfully accomplish work activities
Demonstrated ability to coach CSRs based upon root cause analysis of performance
Excellent oral and written communication skills
Proficient with Microsoft Excel and Word
Leadership ability to foster a collaborative working environment
Solid ability to make both routine and difficult decisions in a fast-paced, high stress environment.
Strong initiative and organizational skills and ability to multi-task and meet strict deadlines
Demonstrated knowledge of contact case and knowledge management systems, real time adherence applications, and quality management systems(experience with SAP, AVAYA and Verint products is preferred)
Ability to listen effectively, define problems, collect data, establish facts and draw valid conclusions
Dependability
Country: United States
Work Location: 2828 Dauphin Street
City: Mobile
State / Province: Alabama
The Sempra family of companies is an Affirmative Action and Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.Estimated Salary: $20 to $28 per hour based on qualifications.
Sempra Energy
Company: Mobile Gas Service Corporation
Requisition Number: 13-990
Job Title: Call Center Supervisor
Area of Interest: Administrative Services
External Description:
This position will manage day to day activities of a utility call center receiving inbound customer calls. The supervisor will directly manage customer service representatives, ensuring that incoming calls are answered within service levels and customers are provided with consistent and accurate information. Responsibilities include monitoring the phone queue and real-time agent adherence, performing quality evaluations, appraising performance, conducting coaching sessions and providing information to employees in support of customer inquiries and escalations. The supervisor is also responsible for assisting in the development of his/her team; ensuring that agents are compliant with corporate policies; and providing a consistent customer experience in every interaction.
Monitors real time adherence and call statistics and communicates with management to ensure on/off phone activity is managed efficiently
Conducts coaching sessions with employeesProvides subject matter expertise to CSRs in support of resolving customer issues and speaks to customers as needed
Appraises CSR performance via generating meaningful reports and performing root cause analysis
Evaluates employee performance via recorded monitoring, and participates in call quality calibration sessions
Participates in broader performance improvement initiatives
External
Qualifications:
Education / Experience -
Associate's degree and a minimum of three years of progressively responsible call center operations experience with at least one year in a leadership capacity; experience providing equivalent knowledge may be substituted for degree.
Skills/Knowledge/Abilities -
Ability to lead, guide, train and motivate others to successfully accomplish work activities
Demonstrated ability to coach CSRs based upon root cause analysis of performance
Excellent oral and written communication skills
Proficient with Microsoft Excel and Word
Leadership ability to foster a collaborative working environment
Solid ability to make both routine and difficult decisions in a fast-paced, high stress environment.
Strong initiative and organizational skills and ability to multi-task and meet strict deadlines
Demonstrated knowledge of contact case and knowledge management systems, real time adherence applications, and quality management systems(experience with SAP, AVAYA and Verint products is preferred)
Ability to listen effectively, define problems, collect data, establish facts and draw valid conclusions
Dependability
Country: United States
Work Location: 2828 Dauphin Street
City: Mobile
State / Province: Alabama
The Sempra family of companies is an Affirmative Action and Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
