Call Center Supervisor

This position will be responsible for supervising the basic day to day functions of the Cypress Communications call center.

PRINCIPAL DUTIES AND RESPONSIBILITIES

· Over see day to day activities of assigned call center agents while demonstrating positive leadership and coaching skills that will promote success within the department.

· Monitor personnel performance and identifying training needs.

· Counsel staff on unsatisfactory job performance and make recommendations for improvement while monitoring and documenting progress, ability to elevate performance issues to Manager/HR resources when necessary.

· Create development plans and performance evaluations for review with Manager.

· Ensure guidelines or procedures are in place to achieve/maintain high customer service and staff performance.

· Determine and analyze trends and training needs.

· Monitor department as a means of quality assurance.

· Maintain scheduling and analyze staffing levels for all direct reports.

· Monitor real time reports to ensure department service levels are being met.

· Use Workforce Management functions to adjust schedules of team members.

· Assist with interview process and coordinate training of new employees.

· Conduct individual and team meetings.

· Assist staff with customer contacts requiring supervisor intervention.

· Participate in other projects and meetings as required.

· Perform other duties as assigned.

REQUIREMENTS

Associates Degree or Equivalent work experience.
Telecommunications background preferred.

Demonstrated competency in Windows based environment.

Strong MS Office Skills

Supervisory/leadership experience, preferably in a call center environment.

TO APPLY FOLLOW THE LINK BELOW:

http://tbe.taleo.net/NA4/ats/careers/requisition.jsp?org=CYPRESSCOMMUNICATIONS&cws=1&rid=62