Call Center Supervisor
Company Name:
The Payton Company
Call Center Supervisor
Location: Hartford, CT
Exempt/Non-Exempt: Exempt
Benefits: Full benefits package
Employment Type: Full Time
Description: General Description of Position:
Provide day to day leadership, support, supervision and direction to the Call Center team reliable, predictable high quality service desk standards to the company and its customers. Responsible for the team to troubleshoot and resolve service calls on the phone through utilization of knowledge and troubleshooting databases or dispatch a technician as needed.
Maintain and manage smooth and efficient operation of the Call Center with timely and professional call management and resolution to customer service requests. Excel at IT Service Management and ITIL practices to provide input in required processes and effectively coach and mentor the team-s best practices.
Specialize in Quality Assurance and Support to contribute to the overall quality of services provided by the department. Manage day to day customer escalations and take pro-active measures to meet service level requirements and resolve service requests as quickly as possible.
Duties: Essential Functions of the Position:
-Answer customer calls, provide basic IT troubleshooting and open tickets as needed
-Monitor call queues to meet performance standards and service levels for remote network resolution and timely technician dispatch.
-Ensure standard telephone techniques are used by the Call Center team by monitoring calls and emphasizing professional customer service.
-Ensure proper service request documentation and management by the Call Center team.
-Maintain Call Center team attendance, develop and implement Call Center team schedules to provide required coverage and service for customers
-Provide support and coaching for the Call Center team to respond to service requests with accurate and timely solutions on a day to day basis.
-Implement and contribute to development of IT Service Management and ITIL processes to optimize performance and service delivered to customers.
-Be the escalation point to resolve day to day challenges for Call Center team and customers.
-Evaluate, develop and ensure training of the Call Center team.
-Ensure continuous communication from the Call Center team to the customers until service requests are completed to the customer-s satisfaction.
-Pro-actively review aged calls on a daily basis to ensure response times meet service levels and parts are received within 3 days.
-Demonstrate a high level of professionalism and efficiency to minimize customer anxiety and maximize customer satisfaction.
-Run reports, track data and report to Management as required.
-Support and assist the Managers and other internal entities as needed.
-Other duties as assigned.
Qualifications: COMPETENCIES:
To perform the job successfully, an individual should demonstrate the following competencies:
-Analytical - Processes complex or diverse information.
-Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
-Technical Skills - Strives to continuously build knowledge and skills.
-Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
-Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
-Leadership - Leads by example and accepts feedback from others.
-Ethics - Treats people with respect; Keeps commitments; Works with integrity and ethically; Upholds organizational values.
-Organizational Support - Supports organization''s goals and values.
-Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
-Motivation - Demonstrates persistence, overcomes obstacles and strives to increase productivity and work under deadlines.
-Adaptability - Adapts to changes in the work environment; Changes approach or method to best fit the situation.
-Initiative - Self-motivated and takes advantage of opportunities to work independently.
-Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness.
Knowledge and Skills:
-People Management and Development
-IT troubleshooting and analytical skills
-Proven Leadership skills
-IT Service Management and ITIL process development and implementation
-Computer skills including Microsoft Office Products
-Excellent written and verbal communication skills
-Attentive to details and highly organized
-Critical thinking skills to assist in problem solving
-Ability to handle more than one responsibility at a time
Experience Requirements
-Over 5 years of service desk or customer service related experience in an ITIL environment
-Over 5 years of networking, hardware and software diagnosis experience
-Experience in direct supervision of a team of 10 or more team members
-Excellent telephone skills and Customer Service skills are mandatory to win customer trust and resolve service calls remotely.
Education Requirements
-High School Degree or GED
-4 year college degree, ITIL certification or equivalent experience
This employer is an Equal Opportunity/ AA Employer M/F/D/V, and is drug-free.Estimated Salary: $20 to $28 per hour based on qualifications.
The Payton Company
Call Center Supervisor
Location: Hartford, CT
Exempt/Non-Exempt: Exempt
Benefits: Full benefits package
Employment Type: Full Time
Description: General Description of Position:
Provide day to day leadership, support, supervision and direction to the Call Center team reliable, predictable high quality service desk standards to the company and its customers. Responsible for the team to troubleshoot and resolve service calls on the phone through utilization of knowledge and troubleshooting databases or dispatch a technician as needed.
Maintain and manage smooth and efficient operation of the Call Center with timely and professional call management and resolution to customer service requests. Excel at IT Service Management and ITIL practices to provide input in required processes and effectively coach and mentor the team-s best practices.
Specialize in Quality Assurance and Support to contribute to the overall quality of services provided by the department. Manage day to day customer escalations and take pro-active measures to meet service level requirements and resolve service requests as quickly as possible.
Duties: Essential Functions of the Position:
-Answer customer calls, provide basic IT troubleshooting and open tickets as needed
-Monitor call queues to meet performance standards and service levels for remote network resolution and timely technician dispatch.
-Ensure standard telephone techniques are used by the Call Center team by monitoring calls and emphasizing professional customer service.
-Ensure proper service request documentation and management by the Call Center team.
-Maintain Call Center team attendance, develop and implement Call Center team schedules to provide required coverage and service for customers
-Provide support and coaching for the Call Center team to respond to service requests with accurate and timely solutions on a day to day basis.
-Implement and contribute to development of IT Service Management and ITIL processes to optimize performance and service delivered to customers.
-Be the escalation point to resolve day to day challenges for Call Center team and customers.
-Evaluate, develop and ensure training of the Call Center team.
-Ensure continuous communication from the Call Center team to the customers until service requests are completed to the customer-s satisfaction.
-Pro-actively review aged calls on a daily basis to ensure response times meet service levels and parts are received within 3 days.
-Demonstrate a high level of professionalism and efficiency to minimize customer anxiety and maximize customer satisfaction.
-Run reports, track data and report to Management as required.
-Support and assist the Managers and other internal entities as needed.
-Other duties as assigned.
Qualifications: COMPETENCIES:
To perform the job successfully, an individual should demonstrate the following competencies:
-Analytical - Processes complex or diverse information.
-Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
-Technical Skills - Strives to continuously build knowledge and skills.
-Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
-Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
-Leadership - Leads by example and accepts feedback from others.
-Ethics - Treats people with respect; Keeps commitments; Works with integrity and ethically; Upholds organizational values.
-Organizational Support - Supports organization''s goals and values.
-Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
-Motivation - Demonstrates persistence, overcomes obstacles and strives to increase productivity and work under deadlines.
-Adaptability - Adapts to changes in the work environment; Changes approach or method to best fit the situation.
-Initiative - Self-motivated and takes advantage of opportunities to work independently.
-Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness.
Knowledge and Skills:
-People Management and Development
-IT troubleshooting and analytical skills
-Proven Leadership skills
-IT Service Management and ITIL process development and implementation
-Computer skills including Microsoft Office Products
-Excellent written and verbal communication skills
-Attentive to details and highly organized
-Critical thinking skills to assist in problem solving
-Ability to handle more than one responsibility at a time
Experience Requirements
-Over 5 years of service desk or customer service related experience in an ITIL environment
-Over 5 years of networking, hardware and software diagnosis experience
-Experience in direct supervision of a team of 10 or more team members
-Excellent telephone skills and Customer Service skills are mandatory to win customer trust and resolve service calls remotely.
Education Requirements
-High School Degree or GED
-4 year college degree, ITIL certification or equivalent experience
This employer is an Equal Opportunity/ AA Employer M/F/D/V, and is drug-free.Estimated Salary: $20 to $28 per hour based on qualifications.
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