CALL CENTER SUPERVISOR - BOCA RATON - Full-time / Part-time

POSITION PURPOSE:
To manage day-to-day operations of inbound/outbound call center associates

Preferred Experience:

Strong agent and team development; call center experience a must; attendance and audit experience; 75% interaction with agents; some sales acumen, selling value of in home consultation or other service.  Metrics analysis.  Teams 18-25; outbound and customer acquisition environment.  50:50 outbound/inbound

Direct sales, appt drive experience.  QA experience and call listening.  2 years experience.  Day and evening shifts.  

MAJOR TASKS, RESPONSIBILITIES AND KEY 
ACCOUNTABILITIES:
• Manages phone room and inbound/outbound call center associates
• Generates lead/appointment reports
• Helps to set-up appointments
• Assists the Lead Generation Manager in coaching lead generators
• Sets sales consultants schedules
• Enters lead information into database
• Responsible for lead follow-up with customers 24hours prior to appointment


NATURE AND SCOPE:
• Typically faces situations that are unstructured and require creative problem solving and original solutions
• Typically utilizes collaborative and influential management skills to affect change within functional areas to improve processes and performance


ENVIRONMENTAL JOB REQUIREMENTS -
Must meet many, simultaneous demands for results and important decisions while facing difficult situations and conflicting demands

MINIMUM QUALIFICATIONS -
• Must be 18 years of age or older
• Must pass Drug Test
• Must pass Background Check

EDUCATION REQUIRED  – The knowledge, skills, and abilities typically acquired through the completion of a high school diploma and/or G.E.D.

YEARS OF RELEVANT WORK EXPERIENCE - 1

CERTIFICATES/LICENSES -


PHYSICAL JOB REQUIREMENTS -


ADDITIONAL QUALIFICATIONS -
• Ability to adhere to all policies and procedures
• Written and verbal communications skills with focus on flexibility of style to reach multiple audiences
• Experience leading teams to solve problems


PREFERRED QUALIFICATIONS -
• Prior management experience
• Call Center experience


KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES