Contact Center Supervisor, Commercial Products - Rocklin, CA Job at SMA America
The Contact Center Supervisor for Commercial Products plays a pivotal role in driving customer satisfaction one interaction at a time. This position guides a small team driven to provide the best customer experience possible by focusing on Quality Interactions. As the Service Representative for Commercial Products this individual will be the face of the Contact Center both internally and externally when elevated Business discussions are required.
PRIMARY DUTIES / RESPONSIBILITIES
- Supervises a portion of the Contact Center in their daily tasks, from timecards to individual and group KPIs.
- Works directly with the Contact Center Manager for developing and reviewing metrics to improve departmental productivity and quality.
- Analyzes and presents actionable plans for key metrics within the Contact Center.
- Required to take customer interactions during peak times.
- Coordinates and maintains the employee review process for direct employees.
- Manages escalations for Commercial Products both internally and externally.
- Supports key management projects for the GSO organization.
- Interacts with the Center Support Team to ensure individual agents are getting the support they need.
- Serves as a role model and mentor to Contact Center employees.
- Other duties as may be required or assigned.
REQUIRED TRAINING (TYPE / DURATION / FIELD / ADDITIONAL TRAINING)
- An associate’s degree is required.
- A bachelor’s degree in business or a technical field is desirable.
- Call Center experience is required.
REQUIRED RELEVANT PROFESSIONAL EXPERIENCE (TYPE / DURATION)
- At least 5 years of experience in technical product support are required.
- Phone support experience is required.
Please Note :
lionsolutions.net is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, lionsolutions.net provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.