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Team Supervisor

The Team Supervisor will lead a team of approximately 15 customer service employees in day to day Customer Service operations to achieve and exceed performance expectations. This position is responsible for ensuring all communications (telephones, emails, etc.) directed to the Customer Service Center are handled appropriately. The Team Supervisor provides leadership, direction, accountability, and coaching to ensure adherence to company policies and procedures. The Team Supervisor reports to the Call Center Manager.

Essential Functions (other duties may be assigned)

  • Coach, motivate, and inspire team members to achieve and exceed performance goals
  • Monitor service calls to observe customer service representatives' demeanor, technical accuracy, and conformity to company policies; provide feedback and development as needed
  • Partner with peers and other members of leadership to support agents and maximize customer satisfaction
  • Monitor and analyze team performance to strategically assist in development of their team's skills
  • Field questions from customer service representatives and recommend changes to address how to alleviate customer complaints
  • Minimize customer escalations through effective coaching and support as well as handle issues that have escalated above your team
  • Conduct salary reviews, performance reviews, and career development sessions with direct reports
  • Possess and maintain thorough knowledge of telecommunications industry information
  • Proactively and positively communicate corporate messages and changes; provide constructive feedback to leadership as needed
  • Effectively use recognition, coaching, training, and other tools to lead the team and inspire industry leading performance, accountability, attendance, and employee retention
  • Partner with Human Resources to conduct any necessary investigations, deliver disciplinary actions, including separations, and document all interactions and communications
  • Partner with Talent Acquisition to interview new candidates for various customer service roles
  • Demonstrate strong interpersonal communication, time management, and multi-tasking skills
  • Also responsible for other duties/projects assigned by leadership as needed

Preferred experience

  • Minimum of one (1) year supervisory/leadership experience in a in a call center, customer service, or collections environment
  • Must be able to work weekends and change schedule to meet staffing demands on short notice
  • Must possess excellent written and verbal communication skills
  • Strong MS Office applications skills as well an aptitude to learn new applications quickly
  • Ability to coach and train new staff in all areas as needed and provide a source of knowledge for staff inquiries
  • Ability to work effectively both independently and in a team environment
  • Ability to exercise independent judgment and discretion in performing duties
  • Must be a self-starter and utilize a proactive approach to achieve results

Physical Demands & Work Environment:

The physical demands in the work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, and walk. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The noise level in the work environment is usually moderate.

Disclaimer:

The above statements are intended to describe the general nature and level of work performed and are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel assigned to this job. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

About Consumer Cellular:

Consumer Cellular counts over 4 million customers nationwide and is a top-rated wireless provider that markets no-contract cellphones and service plans primarily to those 50+ - founded in 1995 on the belief that everyone should have affordable access to the safety and convenience of cellular service. The Scottsdale, Arizona-based company utilizes the nation's largest voice and data network, which covers 99% of the U.S. population. Consumer Cellular's wireless phones and plans are sold nationwide at leading retailers such as Target, as well as direct to consumers at ConsumerCellular.com. The company has been awarded the J.D. Power award for Highest Customer Service, 12 Times in a Row, and has been ranked on the Inc. 5000 list for 11 years in a row. For cellphone tutorials, features, applications, and company news connect with Consumer Cellular on Facebook , Twitter and YouTube .

We offer a competitive benefits package including medical, dental, 401(k) match, life & accident insurance, disability insurance, paid vacation and holidays, wellness program, etc. Consumer Cellular is an Equal Opportunity Employer and is committed to diversity in its workforce.

Pre-employment background check and drug screen are required.

Posted
04/15/2022
Location
Phoenix, AZ, 85003, US