Call Center Supervisor in Brooklyn, NY at Volt

Date Posted: 2/8/2021

Job Snapshot

  • Employee Type:
    Contingent
  • Location:
    Brooklyn, NY
  • Job Type:
  • Duration:
    0 weeks
  • Date Posted:
    2/8/2021
  • Job ID:
    267282
  • Contact Name
    Volt Branch
  • Phone
    516-228-6788

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"