• Supervisor, Contact Center (Sales)

    Location US-NM-Albuquerque
    Posted Date 1 week ago(6/13/2018 2:33 PM)
    Job ID
    # Positions
    Contact Center - All Openings
  • Overview

    The right candidate will be able to supervise the handling of calls coming into the customer Sales Support Group by monitoring call volumes and quality performance standards, distributing workloads, and giving guidance and approval on unusual situations. Supervisors are empowered to make decisions based upon circumstance.


    • Responsible for maintaining consistent communication with assigned employees to provide motivation, coaching, counseling, and feedback
    • Ability to positively motivate team to drive sales
    • Provides direction to Sales Support Representatives needing assistance and ensures team members are up to date on company policies and procedures
    • Completes and submits employee performance reviews and performance goals when due
    • Monitors schedule assignments to ensure adequate adherence to assigned work and break schedules
    • Reviews and monitors quality performance standards as they relate to pre-established call service levels and agent telephone performance
    • Takes appropriate actions to ensure that team performance statistics are in line with company goals
    • Maintains an overall awareness of the ACD system to ensure calls flow correctly within and between ACD groups
    • Ensures that issues affecting call flows are promptly addressed and customer impact is minimized
    • Successfully handles escalated customer issues representing the company as a brand ambassador
    • Other duties as assigned 


    • An Associates Degree is required or post high school technical or specialized education which may be obtained in the first two or three years of college technical school or business school
    • 2-5 years Supervisor experience
    • 1-2 years sales experience
    • Excellent verbal and written communication skills and strong organizational skills required
    • Proven flexibility to meet the ever-changing challenges of a contact center required
    • Strong interpersonal and management skills focusing on the ability to coach, counsel, motivate, and build cohesive teams are vital
    • Occasional travel may be required
    • Attendance is an essential function of the job





    Special Requirements:

    Strong PC skills and working familiarity with ACD/MIS technology, operating systems, hardware diagnostics, and application software preferred.  




    Canon I.T.S. is an Equal Opportunity Employer


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