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About this job

Description


Essential Duties

* Effectively manage resources to ensure delivery of quality customer service.

* Provide guidance and support to a team of agents to ensure organizational objectives are met.

* Develop career/job skills of team members.

* Conduct one-on-one and group coaching sessions with team members and provide additional feedback/coaching as needed.

* Communicate information effectively and in a timely manner.

* Provide team performance reports to management staff.

* Other duties as assigned.



Qualifications


Qualifications

* 2-3 years previous call center supervisory experience strongly preferred

* Ability to work a flexible schedule.

* Proficiency in computer use.

* Demonstrated ability to make responsible business decisions.

* Excellent verbal/written communication skills.

* Ability to coach/develop others for improvement.

* Demonstrated ability to set and accomplish goals and multi-task within time constraints.

* Excellent problem solving and analytical skills.

* Motivation to lead a team of agents to success.