Call Center Supervisor

An established propane distribution company is currently seeking a Call Center Supervisor for the NNE region. Responsibilities include successfully managing a remote call center team to achieve the company’s long and short-term performance objectives. This is a hybrid role with limited on-site presence, as needed.

Candidate must live in the NNE region- NH or ME and be close to one of our local offices.

RESPONSIBILITIES 

• Oversee daily call center operations to ensure objectives are attained through the use of reporting analytics and team KPI matrix
• Supervise remote CSR team through real-time performance evaluation and provide consistent and timely feedback and coaching
• Actively listen to team-member calls to ensure quality standards and call consistency are being upheld
• Promote positive culture by setting realistic, consistent and clear expectations while provide support and feedback as needed
• Issue performance improvement plans and administer disciplinary actions as needed
• Provide positive feedback to team members and reward top performance to
• Provide active participation by answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
• Assisting other management team members in identifying trends and establishing call center goals
• Taking on other tasks or projects to support employees, other managers, and call center operations.
• Develop standards, processes, procedures and documentation to support quality and service goals involving triage and assignment of incoming calls to closing a call with a satisfied customer
• 40 plus hours and more in the busy season, a standard work schedule of 8am-5pm and weekend coverage during that time as well
• Some travel will be required as determined by leadership

Requirements

• 5 plus years’ experience managing a of call center team or similar environment Able to work standard 8am to 5pm work schedule, additional hours as needed and Saturdays to accommodate normal schedule rotation
• Ability to multitask and maintain professional attitude during peak hours or demanding situations
• Strong coaching and leadership skills with the ability to motivate employees to promote a high-performance culture
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
• Working knowledge of basic management principles and a general understand of company products, services, and policies
• Ability to take decisive and timely action while still maintaining a high attention to detail
• Proficiency with necessary technology, including computers, software applications, phone systems, etc.
• Ability to communicate effectively with leadership and team members as well as maintain a professional phone presence with customers

Benefits

• Our benefit package is designed with the employee in mind and includes;
• excellent health coverage, generous paid time off, flexible scheduling and much more!
• Medical, dental, vision insurance - Single plan is free
• Retirement planning and profit sharing
• Employer paid short/long term disability
• Employer funded HSA account
• Employer Sponsored - Employee Assistance Program
• Tuition Reimbursement - Access to in-house learning portal