ZZ99
Located in Beaumont, TX
Pay: 22.00
Job Full Description
Position: Temporary Supervisor
Department: Customer Success
Reports To: Customer Success Manager
Location: Remote
POSITION SUMMARY
Work closely with the customer success management team to oversee the daily operations of the call center team to ensure high levels of customer service, operational efficiency and team performance.
ESSENTIAL DUTIES & RESPONSIBILITIES
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Plan, assign and direct work.
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Monitor agent calls and provide quality assurance evaluations.
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Ensure adherence to company policies and procedures.
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Provide immediate feedback, including rewarding employee performance, coaching and counseling.
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Prepare reports for agent performance, attendance, project performance and other information as assigned.
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Monitor and report information to management regarding call volume, staffing schedules, system issues, etc.
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Address agents’ complaints and resolve problems.
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Assist and support the training and development of employees through demonstration, answering questions, observing and offering constructive feedback.
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Responsible for the collection and handling of sensitive customer data, including credit card numbers.
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Monitor agent attendance, including start and end times.
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Motivate and assist agents in setting and achieving goals.
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Other duties as assigned.
QUALIFICATIONS/REQUIREMENTS
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Associates degree plus one to two years’ experience; or equivalent combination of education and experience.
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Minimum 6-12 months’ project experience required.
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Prior experience training, supervising, coaching or mentoring required.
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Knowledge of Microsoft Office applications including Outlook, Word, Excel, and Windows 11 is required.
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Proven success inspiring and motivating team to achieve goals.
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Ability to understand complex operations data and reports.
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Maintains professionalism and speaks confidently with clients and managers.
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Ability to handle stress, including difficult or emotional customers or employees.
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Excellent verbal and written communication skills.
PHYSICAL DEMANDS & WORK ENVIRONMENT
Position is sedentary. Use of a computer, keyboard, mouse and headset is required.
This position does not require travel.
Beaumont, TX
2497
1660 South 23rd Street
Beaumont, TX 77707
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