Call Center Supervisor in Brooklyn, NY at Volt

Job Description

Call Center Supervisor needed in Brooklyn, NY.

Direct Hire Opportunity!

Responsibilities

• Provide daily direction and communication to employees so that Technical Support team calls and tickets are answered in a timely, efficient, and knowledgeable manner.
• Develop, train, and manage team members
• Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations
• Ensure motivational programs are in place and encourage frequent recognitions
• Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations
• Oversee and manage performance and service quality to guarantee customer satisfaction
• Relay important information in the form of timely and accurate report 
• Ensure that Phone Queue metrics, Service Level Agreements and Key Performance Indicators are met, and problems are escalated appropriately.
• Handle complaints/escalated issues and investigate, track and resolve customer concerns; identify trends, partner with device manufacturers, and implement solutions.
• Provide statistical and performance feedback and coaching on a regular basis to each team member and provide coaching to employees regarding work concerns or deficiencies.

Qualifications

• 3 Years SaaS Experience
• 3 years’ experience working within a Client Service, Telecom, Payroll, HR Company, and Time Attendance company is Preferred.
• 3 Years’ experience in Tech Support and Customer Service

• Demonstrated leadership skills; able to take the lead in making improvements and resolving issues
• 2-3 years minimum experience managing a team of 10 or more employees
• Bachelor’s Degree Preferred
• Self-motivation and the ability to work independently and with teams
• Proficient in the use of Word, Excel, Outlook, and PowerPoint

• Strong verbal and written communication skills; able to communicate in a clear, constructive, and professional manner
• Ability to be customer-oriented in managing communications and issues
• Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
• Ability to be pro-active in developing trust and professional rapport with employees and team members; able to be a team-player

" Volt is an Equal Opportunity Employer"