Retail Sales Supervisor

**Vyve Broadband**

**Retail Sales Supervisor**

**Customer Experience - Durant, OK - Full Time**

Track and report on complaint trends and submit recommendations to Manager/Director for employee education needs and operational enhancements. * Supervises, interviews and hires retail center representatives.

* Sets performance standards and goals, monitors progression, identifies both positive and negative performance trends to ensure attainment of revenue goals and performance targets.

* Coaches, performs correctives as necessary and performs annual reviews.

* Handles difficult customer inquiries and complaints referred to by other call center representatives.

* Coordinates and schedules work assignments relating to subscriber inquiries, customer care calls and complaints/escalations.

* Monitors inbound calls and in-person interactions to ensure professionalism, accuracy and use of proper in given to customers (end-users).

* Monitors productivity daily/weekly/monthly and reports results to Manager and/or Director.? Consistent exercise of independent judgment and discretion on significant operational matters.

* Determines work procedures, prepares work schedules that maintains call volume handled and expedited workflows.

* Provide guidance to representatives in the resolution of difficult situations. Ensures competence and continuity through effective training, motivation, coaching, development and recognition.

* Ensures that the goal of gaining, retaining and exceeding customer expectations is being performed by call center employees on a consistent daily basis.

* Studies, creates and standardizes procedures to improve efficiency of representatives.

* Distribute and reinforce written guidelines regarding changes to policies and procedures as outlined by Management team.

* Maintain current and accurate monitoring statistics and performance metrics.

* Exhibits strong understanding and knowledge of call center operations.

* Act as a role model and mentor to all representatives.

* Maintain professional working relationships with personnel from all departments.

* Regular, consistent and punctual attendance. Must be able to work nights, weekends and various schedules as necessary.

* Participates in special projects and performs other duties as assigned.

* Associates degree or work experience equivalent required.

* Minimum 3-5 years supervisory or management experience required.

* Proficiency in using Office software: Microsoft Word, Excel required. Broadhub/GLDS Order

* Entry System and cloud based phone system knowledge preferred.

* Strong leadership and supervisory skills. A change agent that can motivate the team.

* Strong oral and written communication skills.

* Customer-centric focused.

* Excellent analytical problem solving and conflict resolution skills.

* Ability to work well under pressure, while performing multiple tasks.

* Ability to work as a productive member of a team.

* Ability to work a flexible schedule, including nights and weekends.

Apply: Retail Sales Supervisor * Required fields First name* Last name* Email address* Location Phone number* Resume* or

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or

Paste your resume here or

The following questions are entirely optional. To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. . Gender Race/Ethnicity Invitation for Job Applicants to Self-Identify as a U.S. Veteran

* A disabled veteran is one of the following:

+ a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or

+ a person who was discharged or released from active duty because of a service-connected disability.

* A recently separated veteran means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

* An active duty wartime or campaign badge veteran means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

* An Armed forces service medal veteran means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran status I IDENTIFY AS ONE OR MORE OF THE CLASSIFICATIONS OF PROTECTED VETERAN LISTED ABOVE

I AM NOT A PROTECTED VETERAN

I DONT WISH TO ANSWER Voluntary Self-Identification of Disability Voluntary Self-Identification of Disability Form CC-305

OMB Control Number 1250-0005

Expires 5/31/2023 We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labors Office of Federal Contract Compliance Programs (OFCCP) website at .

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition. *Disabilities include, but are not limited to:*

* Autism

* Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS

* Blind or low vision

* Cancer

* Cardiovascular or heart disease

* Celiac disease

* Cerebral palsy

* Deaf or hard of hearing

* Depression or anxiety

* Diabetes

* Epilepsy

* Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome

* Intellectual disability

* Missing limbs or partially missing limbs

* Nervous system condition for example, migraine headaches, Parkinson's disease, or Multiple sclerosis (MS)

* Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

Please check one of the boxes below: YES, I HAVE A DISABILITY, OR HAVE A HISTORY/RECORD OF HAVING A DISABILITY

NO, I DON'T HAVE A DISABILITY, OR A HISTORY/RECORD OF HAVING A DISABILITY

I DON'T WISH TO ANSWER

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Your Name Today's Date