Call Center Supervisor/Trainer

This position is primarily responsible for filling the 72-hour appointment request and meeting/exceeding issue rate with company standards. This role will also provide facts to management regarding the behavior or performance of any Call Center Representative.

SPECIFIC RESPONSIBILITIES

• Managing an accurate, up-to-date scheduling log; Notify Call Center Manager of any daily needs, challenges or gaps in the schedule
• Setting an example for effort, ethics, team play and decorum;
• Confirm every appointment using the methodology; dispatch all appointments to the Sales Team as directed; Cancel and reschedule appointments as needed, when needed; Communicate to Sales Representative, Sales Manager, Sales Director and Call Center Systems Optimization Analyst when appointments cancel
• Answer/schedule inbound calls when needed
• Inform management team of any deficiencies observed in the selling and setting of appointments or the accuracy of data during weekly management meetings
• Facilitate training, coaching and practice sessions as well as pre-shift huddle; Upon request, coach ISR to ensure that they are following methodology
• Perform daily quality assurance calls to ensure consistency within the Call Center and Sales team departments
• Perform ISR functions as needed – will be eligible for bonus when performing that role

KNOWLEDGE, SKILLS AND ABILITIES

• Customer Service oriented
• Ability to problem solve
• Ability to multi-task
• Excellent written and verbal communication skills
• Conflict Resolution
• Ability to motivate
• Ability to work independently and in a team environment
• Experience monitoring IB/OB calls and providing feedback
• Excellent time management skills
• Ability to thrive in a results driven, fast paced environment

QUALIFICATIONS

• High school diploma or GED
• Relevant supervisory work experience in call center sales
• Proficiency in Microsoft applications
• This is a full-time position and typical work hours are any eight hour shift between Monday through Sunday from 8:00am to Midnight. Nights and weekends are mandatory therefore flexibility in hours is mandatory.

Job Type: Full-time

Salary: $40,000.00 to $56,800.00 /year

Job Location:

• Wallingford, CT 06492

Required education:

• High school or equivalent

Required experience:

• Call Center Supervisor: 2 years
• Call Center: 2 years
• Sales: 2 years
• Training: 2 years