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Become A Contact Center Supervisor

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Working As A Contact Center Supervisor

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Communicating with Supervisors, Peers, or Subordinates
  • Processing Information
  • Deal with People

  • Mostly Sitting

  • $74,916

    Average Salary

What Does A Contact Center Supervisor Do At YMCA of Metropolitan Chicago

* Develops contact center operational strategies including needs assessments, performance monitoring, capacity planning and cost/benefit analyses across multiple contact types.
* Manages, motivates, develops and coaches team members.
* Works with Director of Operations to coordinate knowledge management about YMCA operations and processes including multiple programs and membership centers/locations.
* Provides ongoing on-the-job training and support to ensure team members are effective in providing a high level of member service and inside sales support to centers.
* Optimize staffing schedule to meet phone, chat and email coverage needs based on volume
* Acts as a resource to team members, including answering questions, identifying team priorities and goals, resolving problems or issues and acting as a point of escalation, where needed.
* Maintains performance targets, and continuously monitors, analyzes and tracks ongoing performance and results.
* Implements and audits member service and quality assurance standards and guidelines.
* Analyzes data and metrics to identify trends and opportunities for continuous improvement.
* Performs basic contact center functions including inbound and outbound calls, customer service ticket support, chat and email to create high-quality member experience and help drive membership and sales.
* Supports the mission and vision of the YMCA as assigned
* Supports the commitment of the YMCA to Child Abuse Prevention by:
* Reporting any items that may provide a health or safety hazard to staff, members or guests to the appropriate department.
* Regularly monitoring staff to ensure compliance with training requirements, policies and procedures related to child safety.
* Completing all child abuse prevention training as required

What Does A Contact Center Supervisor Do At Apple

* Support employees’ success through performance management
* Manage team to productivity and quality objectives
* Foster team development in critical and creative thinking
* Conduct regular development meetings with employees
* Identify and communicate training and development opportunities
* Lead team meetings, both department and project/program
* Work cross functionally with Retail Contact Center (RCC) management, global peers, and internal partners
* Represent Apple with external customers and partner organizations
* Identify, promote, and implement innovative ideas to improve the customer experience and overall performance within the business unit
* Achieve or exceed position goals and objectives as set by Order Support Manager
* This role may require non standard working hours and weekends.
* Schedule flexibility is critical

What Does A Contact Center Supervisor Do At Harte Hanks

* Supervise agent personnel including: hiring, monitoring and evaluating performance, and initiating corrective or disciplinary actions
* Track and measure individual and team productivity and quality results
* Drive improvements in overall service levels, transactional efficiencies & cost management
* Provide assistance and/or on-the-job training
* Analyze, summarize and/or reviews data; report findings, interprets results and/or make recommendations
* Ensure adherence to company policies
* Manage and motivate Contact Center staff to meet performance goals
* Analyze and verify agent knowledge level
* Leadership and Management / Supervision:
* Supervise agent personnel
* Build relationships with agents; establish rapport, trust and credibility.
* Adopt and develop a management style of engagement, professionalism and openness.
* Critical Working Relationships
* Operations Manager to align with operational account goals
* Other Supervisors to create positive and motivating work environment
* Supporting Departments (Recruiting, HR, BI, Technology, WFM) to partner on achieving internal and client goals
* Client Services team to develop and maintain relationships

What Does A Contact Center Supervisor Do At Ascension Health

* Provides leadership support to Contact Center Associates in coordination with Management team to ensure alignment throughout the center.
* Monitors all intake channels to ensure the department meets/exceeds all Service Level Targets.
* Assists with the screening, interviewing, hiring, and training of Contact Center staff.
* Manages time and attendance for both direct and non-direct reports.
* Conducts developmental quality monitoring sessions, provides feedback, creates development plans and documents all progress and interactions.
* Leads mentoring/coaching/departmental discussions with Contact Center Generalists/Specialists/Team Leads to provide guidance on various performance areas including but not limited to: Quality, Call Handling, Organization, Workload balancing, Service Levels and overall performance.
* Conducts monthly, quarterly and year-end performance review sessions with both direct and non-direct reports.
* Resolves escalated inquiries from Contact Center Generalists/Specialists/Team Leads
* Identifies, communicates, and monitors trends in complex client care, gaps in client communication, knowledge, and procedures.
* Monitors real-time call volume to ensure adequate phone support and proactively modifies shifts and schedules based on business needs.
* Assists with staffing and budget planning, and ensures all goals are met.
* Utilizes existing knowledge, internal training, and system resources to provide best-in-class support for clients.
* Utilizes continuous improvement methodologies to enhance the systems/tools the Contact Center uses to assist clients.
* Provides remote or onsite deployment assistance to new clients.
* Completes multiple, simultaneous duties or special projects as assigned and in a timely manner.
* Performs responsibilities in full compliance with standards, policies, and procedures

What Does A Contact Center Supervisor Do At Peckham, Inc.

* Provide departmental leadership in the Contact Center Coach, monitor, and train Customer Service Representatives to ensure productivity, quality and timeliness of work in the completion of assigned projects and departmental goals
* Perform tasks to ensure service level requirements (SLRs) are met
* Maintain accurate department records
* Complete and deliver timely employee performance appraisals
* Assist in the design, development, and delivery of new employee training
* Assist in the development of employee schedules
* Maintain a safe and clean work environment Promote Peckham’s vision, values, and services to all customers and stakeholders
* Assist in maintaining organization wide quality standards Other duties as assigned
* SUPERVISORY RESPONSIBILITIES
* This job has supervisory responsibilities.
* COMMENTS
* U
* S. Citizenship required due to security clearances.
* Must have access to reliable transportation

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Contact Center Supervisor Demographics

Gender

Male

55.6%

Female

42.6%

Unknown

1.8%
Ethnicity

White

60.9%

Hispanic or Latino

17.2%

Black or African American

11.9%

Asian

6.2%

Unknown

3.8%
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Languages Spoken

Spanish

60.2%

Arabic

5.8%

German

4.9%

French

3.9%

Chinese

2.9%

Japanese

2.9%

Italian

2.9%

Portuguese

1.9%

Russian

1.9%

Persian

1.9%

Tagalog

1.9%

Mandarin

1.9%

Korean

1.9%

Swahili

1.0%

Filipino

1.0%

Ukrainian

1.0%

Vietnamese

1.0%

Navajo

1.0%
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Contact Center Supervisor Education

Schools

University of Phoenix

18.7%

Community College of the Air Force

8.9%

Ashford University

7.7%

Liberty University

6.9%

Grand Canyon University

4.9%

Argosy University-Phoenix

4.5%

University of Maryland - University College

4.1%

Central Texas College

4.1%

Texarkana College

4.1%

Walden University

3.7%

Albany Technical College

3.7%

Virginia State University

3.7%

Columbia Southern University

3.3%

The Academy

3.3%

Virginia Commonwealth University

3.3%

University of Texas at El Paso

3.3%

Kaplan University

3.3%

Capella University

3.3%

University of South Florida

2.8%

Delgado Community College

2.8%
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Majors

Business

26.7%

Criminal Justice

16.3%

Nursing

5.3%

Psychology

5.0%

General Studies

4.9%

Accounting

4.8%

Management

4.6%

Health Care Administration

4.1%

Education

3.4%

Communication

3.4%

Biology

2.4%

Human Resources Management

2.3%

Medical Assisting Services

2.2%

Information Technology

2.2%

Computer Science

2.2%

Liberal Arts

2.2%

Social Work

2.1%

Finance

2.0%

Supply Chain Management

2.0%

Computer Information Systems

2.0%
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Degrees

Other

32.7%

Bachelors

27.1%

Associate

14.6%

Masters

12.3%

Certificate

10.6%

Doctorate

1.2%

Diploma

1.1%

License

0.4%
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Top Skills for A Contact Center Supervisor

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  1. USD Per Hourhours
  2. Safety Procedures
  3. Safety
You can check out examples of real life uses of top skills on resumes here:
  • Developed a trend analysis program for the Commander both positive and negative, for current safety procedures, GS 12.
  • Examined all contractor mishap investigations looking for trends and proposed system wide solutions to improve contractor safety performance.
  • Prepare and review personnel casualty documents.
  • Collaborate with Customer Service leadership team and other business partners to identify improvements for contact center metrics.
  • Program Salary: $5.50 USD per hour University of Puerto Rico Rio Piedras Campus.

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