Tech Data - Americas

  • Supervisor, Customer Support Ops

    Location US-OH-Groveport (Columbus)
    Req Number
    2018-21578
    Weekly Work Hours
    40
    Shift
    3rd Shift (7pm-4am, 8pm-5am,9pm-6am,10pm-7am or 11pm-8am)
    Travel Required
    Less than 10%
    Relocation Assistance Available
    No
    Working Time
    Full-Time
  • Overview

    The Call Center Supervisor is responsible for coaching and motivating call center representatives as they field calls from clients. The Call Center Supervisor will hire employees and assist in the training process, ensuring that every agent is well prepared for their calls. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act a resource to agents.

    Essential Duties & Responsibilities Required

    • Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
    • Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
    • Answering agent questions regarding best practices or difficult calls.
    • Identifying operational issues and suggesting possible improvements.
    • Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
    • Preparing reports and analyzing data to assist management as they determine call center goals.
    • Working with other supervisors and management team members to support agents and maximize customer satisfaction.

    Qualifications, Required Knowledge Skills & Abilities and Working Conditions

    • High School Diploma or equivalent, but more education, especially in management, is preferred.
    • Call center, customer service, or supervisory experience may be required.
    • Proficiency with technology, especially computers, software applications, and phone systems.
    • Exceptional verbal and written communication skills.
    • Strong understanding of company products, policies, and services.
    • Ability to coach, train, and motivate employees and evaluate their performance.
    • Excellent problem solving, leadership, and customer service skills.
    • Analytical, efficient, and thorough.
    • Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

    About Us

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