Contact Center Supervisor – Consumer Products Account

Job not on LinkedIn

🔥 3 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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Stafford Communications Group

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1995

🏥 Healthcare

💼 Consulting

📣 Marketing

Healthcare • Consulting • Marketing

Stafford Communications is a division of Premier BPO that specializes in providing comprehensive call center outsourcing services, consulting, and compliance for regulated industries. With nearly 25 years of experience, the company serves a diverse range of sectors, including healthcare, pharmaceuticals, beauty, and food products. Stafford Communications focuses on optimizing customer service initiatives and ensuring they are aligned with marketing programs. The company offers state-of-the-art technology and expert teams to improve customer experiences and streamline call center processes globally from its offices in the USA and Canada.

📋 Description

• Coach and support a team of Customer Service Representatives (CSRs) • Provide direction and feedback to improve consumer responses through contact reviews • Review metrics reports and communicate individual statistics to CSRs • Monitor team and CSR productivity • Conduct quality monitoring and participate in feedback and coaching sessions with CSRs and the Account Manager • Document quality monitoring and coaching results according to established SOPs • Provide input to annual CSR performance appraisals • Serve as the first point of contact for CSR assistance with customer concerns and escalations • Ensure correct procedures are followed and answer CSR questions regarding consumer handling • Recommend and create template responses for the client social tool • Propose process improvements to the Account Manager • Draft and update FAQs, training documents, and reports • Submit IT tickets for CSRs and the team • Prepare and adjust weekly CSR schedules • Manage time-off requests and document attendance • Alert the team to unplanned schedule adjustments • Participate in new-hire interviews • Coordinate the new-hire onboarding program under the Account Manager • Participate in client training initiatives and maintain current SOPs, FAQs, and LMS materials • Partner with the Training Coordinator to train users on the client social community management tool

🎯 Requirements

• Strong understanding of the contact center environment and key levers to enhance performance and achieve client targets • Consultative customer service skills, including analyzing customer situations and presenting solutions • Ability to learn quickly and adapt to changing needs and urgent projects • Solution-oriented and positive mindset that embraces change and stretch goals • Strong organizational skills and ability to prioritize objectives with little-to-no assistance • Ability to identify issues and create and execute solutions • Excellent interpersonal, communication, and organizational skills • Ability to work collaboratively and effectively while handling multiple projects on various timelines in a fast-paced environment • Strong computer experience working on multiple software programs • Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint • Demonstrated ability to provide technical support and troubleshooting via multiple channels • Three years of customer service experience with supervisory duties, preferably in a call center • Must be authorized to work in the US without sponsorship

🏖️ Benefits

• Fully remote work arrangement • Equal Opportunity/Affirmative Action employer