| Contact Center Supervisor |
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| Also referred to as: Contact Center Supervisor, Call Center Team Leader (Includes Selling) |
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| Requirements and Responsibilities |
| Supervises contact center agents that make and receive calls focused on selling and promoting products or services. Monitors and evaluates interactions, workflow, and metrics to meet performance standards and sales targets. Coaches agents in best practices to respond to customer inquiries using scripts, dialogues, or talking points and how to identify opportunities to upsell additional products and services. Ensures that routine service requests are processed or redirected correctly. Responds to and resolves escalated issues or transfers complex requests to appropriate support teams. Prepares staff work schedules to ensure coverage and coordinate training. May require a bachelor's degree. Typically reports to a head of a unit/department. Supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. Typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. |
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| Similar Jobs: Inbound Contact Center Supervisor, Outbound Contact Center Supervisor, Contact Center Traffic and Scheduling Supervisor, Inbound Contact Center Senior Supervisor, Contact Center Manager, Contact Center Senior Manager, Contact Center Director, Inbound Contact Center Manager, Contact Center Traffic and Scheduling Manager |
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| Level of Education: Contact Center Supervisor Salaries with a High School Diploma or Technical Certificate, Contact Center Supervisor Salaries with an Associate's Degree, Contact Center Supervisor Salaries with a Bachelor's Degree, Contact Center Supervisor Salaries with a Master's Degree or MBA, Contact Center Supervisor Salaries with a JD, MD, PhD or Equivalent |
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| Industries: Aerospace & Defense, Biotechnology, Business Services, Chemicals, Construction, Edu., Gov't. & Nonprofit, Energy & Utilities, Financial Services, Healthcare, Hospitality & Leisure, Insurance, Internet, Media, MFG Durable, MFG Nondurable, Pharmaceuticals, Retail & Wholesale, Software & Networking, Telecom, Transportation | |
