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Area Customer Service Supervisor - Call Center Job
Date: May 3, 2012
Location: Grand Forks, ND, US
Job Title: Area Customer Service Supervisor - Call Center
Functional Area: Customer Service
Division: Pest Elimination
Location: North Dakota-Grand Forks
Country: United States
Employment Status: Full Time
Job Description:
This position will manage the daily operations of the customer service center & develop a team of 40+ direct and indirect associates who manage a call volume of three million calls annually providing customer service support to 2,000 associates and 125,000 customers nationwide.
Main Responsibilities:
- Supervise, coordinate and assign workload to customer service associates to meet service level objectives, monitoring service levels, evaluating staffing levels, tracking agents adherence to schedules, and creating call volume forecasts to determine workforce requirements for scheduling.
- Manage associate staffing and performance to include interview and selection of candidates, monitor and evaluate performance, identify the training needs of the department.
- Maintain thorough knowledge of technology systems, monitor, troubleshoot, and suggest improvements to increase productivity.
- Develop and manage a $2 million annual administrative budget.
- Resolve sensitive customer issues that escalate beyond the representative and Team Leads or adverse situations that arise.
- Closely manage personnel issues to maintain a high level of morale within the department.
- Establish career development, and succession planning programs to improve and maintain associate retention.
- Conduct analysis and report call center performance indicators and recommend process improvement ideas.
Key Qualifications:
- Bachelor’s degree in business, marketing or related field and minimum of four years customer service operations experience with prior supervisory experience.
-
Preferred Qualifications::
: call center experience. Experience with statistical measuring and forecasting. Broad knowledge of information database and telecommunication systems.
- Proven record of meeting service level objectives, quality standards, and customer needs.
AutoReqId: 23817BR
Functional Area: Customer Service
Division: Pest Elimination
Location: North Dakota-Grand Forks
Country: United States
Employment Status: Full Time
Job Description:
This position will manage the daily operations of the customer service center & develop a team of 40+ direct and indirect associates who manage a call volume of three million calls annually providing customer service support to 2,000 associates and 125,000 customers nationwide.
Main Responsibilities:
- Supervise, coordinate and assign workload to customer service associates to meet service level objectives, monitoring service levels, evaluating staffing levels, tracking agents adherence to schedules, and creating call volume forecasts to determine workforce requirements for scheduling.
- Manage associate staffing and performance to include interview and selection of candidates, monitor and evaluate performance, identify the training needs of the department.
- Maintain thorough knowledge of technology systems, monitor, troubleshoot, and suggest improvements to increase productivity.
- Develop and manage a $2 million annual administrative budget.
- Resolve sensitive customer issues that escalate beyond the representative and Team Leads or adverse situations that arise.
- Closely manage personnel issues to maintain a high level of morale within the department.
- Establish career development, and succession planning programs to improve and maintain associate retention.
- Conduct analysis and report call center performance indicators and recommend process improvement ideas.
Key Qualifications:
- Bachelor’s degree in business, marketing or related field and minimum of four years customer service operations experience with prior supervisory experience.
-
Preferred Qualifications::
: call center experience. Experience with statistical measuring and forecasting. Broad knowledge of information database and telecommunication systems.
- Proven record of meeting service level objectives, quality standards, and customer needs.
AutoReqId: 23817BR
Nearest Major Market: Fargo
Nearest Secondary Market: Grand Forks
Job Segments: Agribusiness, Agricultural, Agriculture, Agronomy, Business Process, Call Center, Call Center Manager, Call Center Supervisor, Customer Service, Database, Management, Manager, Sales, Technology, Telecom, Telecommunications