Home Based Call Center Supervisor

HOME-BASED CALL CENTER SERVICES SUPERVISOR for service activation & customer service.This is a full-time position. Successful candidates must be located in the Dallas/Fort Worth area.Provide service for an international cellular company. Customers need assistance in activating their phone service and adding minutes to prepaid plans. Successful candidates will enjoy benefits of a flexible work schedule, earning competitive wages, working from the comfort of their own home, and being part of a fun and unique working team!
We are interested in full time and part time workers.Pay rate up to $10.50/hr.
Work location: Work from homeWORK ENVIRONMENT
. Work from home using your computer and home telephone to manage and support other home-based agents
. Provide coaching and support to home-based agents, and review agent performance using the phone and online web-based tools over the Internet
. Training provided through on-line courses in the comfort of your home
. A flexible work schedule and the ability to work home make this a unique opportunity!
. Based on your experience we are interested in both full-time and part-time workersRESPONSIBILITIES Tasks, functions, deliverables, etc.:
. As a Home-Agent Supervisor
. Manage home-based agents using Internet-based call center management tools that allow you to see on-call performance and monitor calls over the internet
. Provide coaching, instructions, and agent support using internet based tools and telephone
. Develop and deliver agent performance reviews and coach individual agents on performance improvement opportunities
. When necessary take calls from customers as a senior representative when customer satisfaction or technical issues warrant call takeovers
. When serving customers
"X Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
"X Listen attentively to customer needs and clarify customer requirements (activation, billing, other)
"X Meet customer requirements through first contact resolution
"X Educate customers on other products and attempt to up-sell
"X Have a comfort level in sales
"X Prepare a complete and accurate customer file of interaction from call
"X Effectively transfer misdirected customer requests to an appropriate party
"X Stay current on products, pricing, promotions, procedures, and other important issues
"X Participate in training as required (skills, new products)
"X Participate in activities designed to improve customer satisfaction and business performance
"X Maintain broad knowledge of client products and services
"X Communicate with team lead via a status report around items such as upcoming vacation, concerns, customer feedback, etc.
REQUIREMENTS
Experience
. Minimum of a high school diploma or GED, with a combination of some college education and work experience. College degree preferred
. Minimum 2-3 years inbound and/or outbound call center experience
. Minimum of 6 months providing telecom activation, or a similar service
. Minimum 1 year as a call center agent supervisor
. Experience developing performance reports, coaching agents and monitoring calls with customers
Environment
. Must have a quiet home-office environment to take calls uninterrupted during your scheduled working hours
. Must own a PC-compatible computer with Windows XP or 2000
. Must have DSL or Cable high-speed Internet service in the home
. Must have or be willing to add a second phone line in the home for call center work exclusivelySkills (Interpersonal and professional)
. Internet and Microsoft Internet Explorer skills
. Type 40 wpm on a computer
. Spanish language proficiency a plus
. Ability to effectively communicate on the phone in an understandable manner in English
. Strong interpersonal skills and capability to develop strong relationships with the team and our customers
. Comfortable with up-selling customers
. Patience and a positive attitude!Pay rate up to $10.50/hr.Work location: Work from home/ gj-hh