CONTACT CENTER - SUPERVISOR

Home Interiors & Gifts has an excellent opportunity for a Supervisor, Contact Center.

The Contact Center Supervisor must have comprehensive working knowledge of call center concepts, practices and procedures. Serves as primary contact for problems resolution and information gathering regarding field sales and work assignments. Supervises the daily operations of contact center activities performing customer-orientaed contact activities and various background operations duties.

JOB RESPONSIBILITIES

*Hire, manage and motivate employees.

*Personally resolve cases that have been escalated by center staff.

*Communicates job performance standards to agents.

*Provide ongoing communications to staff regarding products, policies, procedures, service standards and call management techniques.

*Reports to Contact Center Manager on team accomplishments, achievements and productivity.

*Exercises direct supervision over agents and others with regard to contact volume and quality of interactions with Consultants and Directors.

*Continuously assess quality of Support Services to ensure integrity of Home Interiors' business goals and the Support Services strategies.
REQUIREMENTS
JOB REQUIREMENTS

EDUCATION AND EXPERIENCE

MINIMUM
*High School Diploma or equivalent.
*4 years progressively responsible experience in a customer service environment.

PREFERRED
*Bachelor's Degree in Business Administration or Telecommunications.
*Management experience in a service industry.
*2 years experience in call or contact center at management level.
*Direct Sales experience either at a representative or management level.