Contact Center Supervisor – Consumer Products Account

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🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

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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 the Customer Service Representative team through direction, feedback, contact reviews, and coaching sessions • Review metrics reports, communicate individual statistics, and monitor team and CSR productivity • Conduct quality monitoring and document 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 customer-handling procedures and answer CSR questions • Recommend and create template responses for the client's social tool • Propose process improvements involving contact coding, product information, and response suggestions • Draft and update FAQs, training documents, and reports for Account Manager review and approval • Submit IT tickets for CSRs and the team • Prepare weekly CSR schedules and adjust them to ensure client coverage • Manage time-off requests and document attendance according to company guidelines • Alert the team to unplanned schedule adjustments • Participate in new-hire interviews and coordinate onboarding under the Account Manager's direction • Participate in client training initiatives and maintain current SOP and FAQ materials • Ensure the LMS is updated • Partner with the Training Coordinator to train end users on the client social community management tool

🎯 Requirements

• Strong understanding of contact center environments and performance levers for achieving 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, positive mindset embracing change and stretch goals • Strong organizational skills and ability to prioritize with little-to-no assistance • Ability to identify issues and create and execute solutions • Excellent interpersonal, communication, and organizational skills • Ability to collaborate effectively while handling multiple projects across various timelines in a fast-paced environment • Strong computer experience using multiple software programs • Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint • Demonstrated ability to provide technical support and troubleshooting through 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