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Supervisor

Company: Inktel Contact Center Solutions
Location: Orlando
Posted on: March 28, 2020

Job Description:

Our mission is to create a world-class customer service experience with every customer. We train to be our best every day. Our company practices and instills excellence in everything that we do.If you're up to this challenge, we want to meet you.Our dynamic Operations Team is currently in search of a Supervisor. This position will report directly to an Operations Manager. The successful candidate will:Love to tackle challenges and develop innovative solutions to address those challengesBe self-driven to achieve excellence in everything they doBe motivated, reliable, and persistentHave strong ethics and integrityBe enthusiastic, have a positive mindset, and know how to have funContinually be growing by setting and obtaining personal goals and challengesHave a passion for world-class customer serviceHave raving fans in past employersAble to work successfully with a diverse group of people and be a team-playerEducation & Experience:2-5 years of contact center or customer service experience with a minimum of two years in a leadership/management roleExperience developing others through active coaching, providing actionable feedback, and demonstrating hands-on leadershipExperience with social media management and providing customer service online via chat is a plus!Experience working in a fast-paced environment with changing priorities and goalsKnowledge, Skills, and AbilitiesStrong understanding of the contact center environment and the key levers to enhance performance and achieve client and financial targetsClear, concise and effective communication skills (both oral and written)A solution-oriented and positive mindset that openly embraces change and stretch goals.Strong organizational skills with an ability to prioritize objectives with little-to-no assistance, find issues and create and execute on solutions that address those issues.An ability to create clear accountabilities and hold yourself and your team to those accountabilities.Ability to multitask and thrive in a fast-paced, high-pressure environment.An ability to inspire and motivate your team and create a highly engaged, committed, and empowered workforce ResponsibilitiesLead a team of 12-18 direct reports; coach, develop, and motivate them to ensure that they are providing world-class customer service on all customer interactions, delivering on their commitments, and maximizing their potentialOversee the day-to-day operation of your assigned program and ensure that program goals, such as service level, quality, and staffing, are metDrive a culture of accountability, continuous improvement, and personal excellenceCommunicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their customersPraise and share feedback with direct reports regarding their performance; suggest improvements, changes, or updates when applicableWork constructively with other functional areas throughout the organization, such as quality assurance, training, and recruiting, to share ideas and leverage best practicesDevelop and audit quality assurance strategies to ensure the delivery of world-class serviceBe an ambassador for Inktel's culture - role model our values in everything you doBe a subject matter expert on your client's business. Earn their respect by demonstrating your knowledge and commitment to their program in all interactions.Implement strategies to ensure attrition remains at an acceptable level.Salary & Benefits:The compensation package for this position includes a competitive base salary commensurate with experience, as well as a comprehensive benefits package of medical, dental, short/long term disability, life insurance, personal time off, and a 401K plan.Inktel is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Keywords: Inktel Contact Center Solutions, Orlando , Supervisor, Other , Orlando, Florida

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