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Description:

The Customer Service Supervisor is responsible for supporting and coaching a team of associates in providing quality service for inbound and outbound telephone calls.

• Create and maintain company monitoring standards for call center/customer service reps. Conduct analysis of monitoring results and provide feedback and recommendation to call center service quality assurance manager.

• Effectively monitor chat and incoming calls from customers to the agents. The supervisor will be measured by the performance of their team. (quality, attendance, sales conversions, and adherence). The manage will measure performance through how their team is doing. Percentage of calls that someone sets a lead on (goal is around 50%).

• Create and maintain company monitoring standards for call center/customer service agents. Conduct analysis of monitoring results and provide feedback and recommendation to call center service quality assurance manager.

• Majority of questions from their team come in form of chat so looking for someone who can prioritize their work.

• This person will review attendance for previous day, what the day looks like, where there are gaps, and where they don’t have enough people to schedule team accordingly.

• Listening to calls to determine how agents are doing, finding out if there are any concerns, using calls for coaching and performance (i.e. does agent sound pleasant on phone, etc.)

• Attendance tracking.

  About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.