Description: We are seeking a full-time Education Call Center Supervisor to improve the performance of the call center by training and developing call center representatives/agents. They are also responsible for driving production and performance on a daily basis. You are highly motivated, proactive, results-oriented, and a strong team player focused on Digital Media Solution's growth.
Key Responsibilities
- Manages a team of call center agents.
- Consistently follows and enforces company policies and procedures across the call center.
- Be available to affect the entirety of the team's operations.
- Conducts daily pre-shift meetings with the team.
- Performs at least one monitoring evaluation with each agent every two weeks
- Keeps track of and communicate attendance, daily statistics, paid time off, sick time, etc.
- Presents to direct supervisor during the weekly meeting a breakdown of the past week's monitoring checklists and a written performance summary of the team, along with improvements, concerns, and recommendations.
- Presents to direct supervisor during the weekly meeting a breakdown of goals and expectations for the next week's monitoring assignments and a plan for the team.
- Produces 85 leads per week working on the call center telephones.
- Follows Training Schedule and recommend agents for retraining or up-training.
- Assists in the development of contests, awards, and themes that increase agents' loyalty and focus.
- Conducts assessments of team performance and create effective channels of agent feedback.
- Delivers disciplinary actions to call center employees
- Completes other duties, tasks, and activities as they arise.
. Requirements: Required Qualifications
- Associate's degree or Bachelor's degree- preferred
- Ability to motivate and lead a group
- Ability to maintain an organized work environment
- Outbound/inbound sales and/or call center experience
- Excellent communication, interpersonal, and organizational skills, with attention to detail
- This role may be performed from anywhere in the United States
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Also a plus*
- Previous call center supervisory role-preferred
- Knowledge of the higher education industry
Job Type: Full-time
Company:DIGITAL MEDIA SOLUTIONSLocation:- - USJob Types:Full TimePost Date:January 19, 2022Valid Through:February 19, 2022