Job Description

POSITION PURPOSE
The Contact Center Sales Supervisor is responsible for ensuring excellent customer service by directly supervising the daily operational activities of a team of 15-20 contact center front-line associates. This role leads and coaches assigned team towards quality and convenient customer service, building customer relationships, and is committed to the best value for our customers. The Contact Center Sales Supervisor contributes to the overall success and profitability of the contact center by ensuring that the goals and objectives are met or exceeded. This role is accountable for the direct supervision of the work activities of front-line associates and performs personnel scenarios including, selection, termination, performance appraisals and professional development of associates.

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
50%- Directly organizes and supervises day to day operations and activities of a contact center team of associates in order to achieve key performance goals and service objectives. Including accurate and timely handling of customer transactions, monitoring associate productivity and service level for quality.
20%- Supports the building and developing of an effective and high performance team. Provides hands on coaching in order to improve and maintain team performance and is directly responsible for the performance management process for direct reports. Leads and directs in a manner that inspires.
15%- Works with Contact Center Manager to identify operational improvements, identify opportunities for Contact Center efficiency and interdepartmental partnerships.
15%- Identifies and analyzes escalated problems and provides guidance to direct reports for resolution. Serves as a point of escalation for complex customer transactions/issues and ensures timely follow up and customer satisfaction. Answers front-line customer inquiries.

NATURE AND SCOPE
Reports to the HDMS Contact Center Manager.
This role has 15 direct reports

ENVIRONMENTAL JOB REQUIREMENTS
Environment:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel:
Typically requires overnight travel less than 10% of the time.

MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.

Education Required:
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.

Years of Relevant Work Experience: 3 years

Physical Requirements:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Preferred Qualifications:
2-5 years prior supervisory experience in a customer service or contact center environment

Knowledge, Skills, Abilities and Competencies:
Excellent verbal and written communication skills
Strong problem solving, formulation, follow through, reasoning and analytical skills
Proven ability to lead effective and productive teams through development and guidance of direct reports
Strong interpersonal and team skills with a customer s first mentality
Ability to work under pressure and manage competing priorities