Contact Supervisor Resume Sample
Patsy Bernier
426 Jeffery Ferry,
San Francisco,
CA
+1 (555) 313 4519
Work Experience
Supervisor, Contact Center
01/2018
-
PRESENT
Boston, MA
- Responsible for delivering exceptional service to customers, including open channels of communication, prompt response to inquiries and requests, and timely/accurate results that meet client specifications
- Ensures that staff is properly trained and supervised in order to timely and accurately execute processing needs in compliance with performance standards and regulatory agencies
- Supervises staff, interviews/recommends candidates for hire, coaches/develops staff members, assigns and monitors work in progress, evaluates performance, enforces attendance and performance standards, administers employee corrective action, and makes compensation recommendations
- Models and cultivates staff behaviors that achieve business success, including leadership skills, collaboration, accountability, and ownership
- Supervises assigned work group to achieve service commitments, including sustainable, measurable, accurate, reliable, and timely execution of service deliverables
- Provides day-to-day leadership, including administering policies, business processes, quality standards, and performance measurement criteria
- Takes informed risks, remains open minded, and is flexible
- Utilizes planning, prioritizing, and organizational skills to effectively deploy the assets, tools, and processes necessary to achieve business objectives
Contact Supervisor
08/2015
-
08/2017
Phoenix, AZ
- Works with the Contact Center Manager and Vice President to implement strategic business work plan goals
- Manage team of call center associates to promote a working team environment and ensure best practices are shared
- Works to develop employee’s skills, evaluates performance and provides feedback
- Oversees resolution of employee relations issues and performance standards, productivity and service standards
- Provide on-going coaching to each Customer Service Associate (CSA) on their team concerning quality, reliability, accountability and productivity
- Work with Call Center Manager to implement strategic business work plan goals
- Tracks and periodically reports progress to management
- Backup platform team
- Demonstrated leadership skills including ability to effectively develop and assist team members
Supervisor, Rev Cyc Contact Ct
04/2011
-
06/2015
Chicago, IL
- Experience training and coaching less experienced staff with the patience to explain details and processes repeatedly
- Leads a team of approximately 15 Residential or Business Customer Service Representatives in delivering high quality service to Eversource customers, ensuring that every customer is delighted during every interaction while creating an environment that fosters teamwork and accountability
- Engages in input that drives our Company towards our vision, leading others to do the same
- Is directly accountable for ensuring exceptionally high individual CSR and center performance. This is achieved by being a visible presence on the contact center floor (at least 50% of the work week) engaging, evaluating, providing feedback and assisting Customer Service Representatives
- Provides weekly feedback to all direct reports through quality and performance coaching sessions and side by side CSR observations
- Handles escalated calls from customers, often involving complex and challenging situations, and resolves them to the customer’s satisfaction, while adhering to all company and regulatory policies and procedures
- Works collaboratively with the Customer Resolutions Supervisor to analyze escalation trends, perform root cause analyses, and evaluate customer feedback to improve Customer Satisfaction and First Contact Resolution
- Monitors inbound call volumes, individual and center performance and quality metrics, and customer feedback to ensure all company key performance indicator goals are met or exceeded
- Interprets and analyzes Post Transaction, First Contact Resolution, and Voice of the Customer survey results to identify performance trends and areas of opportunity, and makes recommendations for policy and procedural changes to drive continuous improvement and increase customer satisfaction
Education
University of Phoenix - Utah Campus
2005 - 2010
Bachelor's Degree in Business
Professional Skills
- Demonstrated leadership skills required, excellent verbal and written communication skills required
- Possesses excellent interpersonal skills, diplomacy, and patience while interacting with customers and colleagues
- Detail oriented, possessing excellent written and verbal communication skills
- Excellent interpersonal communication and or.ganizational skills are required
- Strong Leadership Skills required to direct Operators to produce quality chemicals in a safe and cost effective manner
- Strong interpersonal skills are required to interface with all areas of the Malcom Site
- Excellent interpersonal communication and organizational skills are required
How to write Contact Supervisor Resume
Contact Supervisor role is responsible for leadership, training, software, manufacturing, microsoft, payroll, retail, credit, database, recruiting.
To write great resume for contact supervisor job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Contact Supervisor Resume
The section contact information is important in your contact supervisor resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Contact Supervisor Resume
The section work experience is an essential part of your contact supervisor resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous contact supervisor responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular contact supervisor position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Contact Supervisor resume experience can include:
- Works collaboratively with the Workforce Management team to ensure appropriate staffing needs and coverage and manage average handle time, after call work, and schedule adherence
- Communicates Company strategy and goals in a positive and timely manner to all employees, and professionally communicates employees’ concerns, questions, and ideas to management
- Ensures compliance with regulations and Company policies, and constantly looks for ways to improve business practices and policies to enhance customer satisfaction and loyalty
- Knowledge in coaching, developing and training the following areas; quality assurance, call flow, soft skills, compliance and regulations
- BA/BS or equivalent experience and at least two years’ of experience leading a team
- Leverage defusing skills on escalated client calls
Education on a Contact Supervisor Resume
Make sure to make education a priority on your contact supervisor resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your contact supervisor experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Contact Supervisor Resume
When listing skills on your contact supervisor resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical contact supervisor skills:
- Good problem-solving and troubleshooting skills, with ability to quickly address and resolve equipment and people issues
- Good written and verbal communication skills with ability to lead and motivate employees
- Learn/apply trouble shooting skills in a complex manufacturing environment
- Demonstrates a personal commitment to promoting and providing excellent customer service
- Sound judgment and decision-making skills; accepts accountability and takes pride in one’s work
- Computer skills – ability to learn/work with MS Office, OSI PI process data collection software, and plant distributed control software
List of Typical Experience For a Contact Supervisor Resume
1
Experience For Supervisor, Contact Center Resume
- Work efficiently and effectively, both independently and as a team to ensure contact center standards are exceeded
- Proven supervisory and/or management experience as a supervisor or equivalent is required, preferably in the telecommunications/contact center operations field
- Up to two years’ experience in a customer service setting
- Up to two years experience in a customer service setting
- Managing packaging and shipping facilities
- Supervising hourly production employees meeting production and shipping goals in a safe and efficient manner
- Directing shift maintenance activities, handle appropriate assignment of production labor, execution of the packaging and shipping schedule
- Selects, trains, and develops new employees in the Contact Center using Eversource’s cutting edge recruiting and hiring process
2
Experience For Supervisor Contact Center Resume
- Focus on solving conflict and listening to caller without interrupting
- Regularly uses various computerised systems for tracking performance and gathering, and/or troubleshooting as needed
- Enable team to become more self-sufficient through providing training and leadership, and in coaching team members to assume more responsibilities
- Regularly uses various computerized systems for tracking performance and gathering, and/or troubleshooting as needed
- Actively participates in training sessions
- Monitors staff and ensures that productivity and quality standards are being met continually throughout the work day
- Assists Contact Center Manager with administration of departmental meetings and continuing education of employees
3
Experience For Supervisor, Single Point of Contact Resume
- Participates on and leads various project teams, as necessary
- Participates in the on call supervisor rotation, and participates in and leads emergency/storm restoration events, as necessary
- Completes mid-year and year-end performance reviews, as required, for direct reports
- Interprets and ensures compliance with union contracts, as needed
- Exercises sound judgment and discretion in confidential matters
- Ability and desire to work extra hours as necessary, in order to ensure exceptional individual, contact center and business performance
4
Experience For Supervisor, Rev Cyc Contact Ct Resume
- Knowledge of ESI call center systems and platforms, ESI products/services very helpful
- Leads and supervises Contact Center team; documents and trains Contact Center personnel
- Provides general Lone Star information, handles complaints, and answers caller questions via phone, online chat, e-mail, and online self-service generated tickets
- Serves as a liaison to teams in other functional areas
- Responsible for accurate ticket documentation and assignment
- Responds actively and sensitively to customer issues and inquiries
5
Experience For Customer Contact Center Weekend Supervisor Resume
- Helps with appropriate data collection and reporting procedures to ensure adequate information is available for planning; provides daily, weekly, and monthly reports as required
- Submits frequent knowledgebase articles for review
- With peers and directors, analyses and assesses current Contact Center support policies and procedures; makes recommendations for changes
- Responsible for detailed knowledge of Lone Star campuses, systems, functional departments and organizational structure
- Familiarization of fundamental ITIL concepts
- Present information is a concise and professional manner
6
Experience For Supervisor, Contact Center, Evening Shift Resume
- Proficiency with common office software/programs/computers (MS Office, Internet, CRM system)
- Professional phone etiquette and demeanor
- React well under pressure and treats others with respect and courtesy
- Balance team and individual responsibilities and helps build a positive team spirit
- Adapt and able to deal with frequent changes in the work environment
7
Experience For Supervisor, Partner Contact Mgmt Resume
- Develops, counsels, disciplines, reviews, trains, and hires staff
- Demonstrates a customer oriented focus and promotes this demeanor amongst the team in order to advance the growth and developmental opportunities of others. Resolves problems and initiates potential solutions in conjunction with the Contact Center Lead
- Conducts regular 1-on-1 meetings with staff and administers annual individual performance reviews
- Disseminates information in a timely manner to staff after review of its applicability
- In collaboration with the Manager, creates and reports on productivity and quality measurements for staff
- Evaluates current processes and procedures and makes practical suggestions/recommendations for improvement or compliance
- Communicates issues, productivity measurements, contact center trends, etc. to upper management
8
Experience For Supervisor, Contact Center Services Resume
- Handles escalated customer calls when necessary
- Keeps abreast of policies, procedures, and service standards, and enforces the application of these standards. Recommends changes as needed
- Works closely with Contact Center Lead to ensure coverage is arranged at all times while following the organization’s guidelines for use of PTB. Approves time and attendance
- Maintains adequate office supplies and equipment to support Switchboard and Contact Center operations
- Knowledge of call center systems and platforms
- Complete performance evaluations, attendance records and payroll process for assigned employees
9
Experience For Contact Centre Supervisor Resume
- Supports Contact Center staff, which includes daily responsibility of coaching, motivation, monitoring, performance feedback, and technical assistance, focusing on quality and productivity. Identifies problems or issues in processes and implements solutions bringing bottom line results
- Manages day to day operations of an inbound or outbound Customer Contact Center related to customer service, problem resolution, fraud detection/investigation and/or product promotion
- Support of 15-20 Contact Centre staff, which includes daily responsibility of coaching, motivation, monitoring, performance feedback, and technical assistance, focusing on quality and productivity
- Engage in open communication with CBO Education and Training personnel regarding information system, third party payer, and regulatory updates and/or enhancements and participate in the training of staff.
- Proven ability to organize and clearly communicate thoughts and ideas
- Ensure appropriate preparation and recording of bank deposits for the lock box
- Ensure balancing, reconciliation, and preparation of daily, weekly, and monthly cash and revenue reports
10
Experience For Supervisor, Customer Contact Center Resume
- Ensure the organization’s core values are continually reinforced
- Customer Contact work (e.g., as a contact center agent)
- Ensure Single Point of Contact Case Managers have access to current customer information through use of existing materials or creation of Quick Reference Guides (QRG’s) or Job Aids in conjunction with the Learning and Development team
- Leading a contact center team that is empowered to drive excellent experiences for our customers
- Supporting associates in resolving complex issues and managing workloads during peak periods
- Driving staff quality measures, conducting training and monitoring productivity to ensure that service levels are maintained
- Engaging in workflow design, vetting ideas and inviting feedback to drive successful outcomes
List of Typical Skills For a Contact Supervisor Resume
1
Skills For Supervisor, Contact Center Resume
- Computer skills (ability to learn/work with MS Office, PI process data collection software and plant distributed control system)
- Strong experience and familiarity with PC based console and PC based software applications
- Computer skills – ability to learn/work with MS Office, SAP CMMS System
- Work and communicate effectively with peers, team members or superiors
- The process of learning through experience, and is more specifically defined as “learning through doing”
- One year work experience scheduling and taking complex scheduling calls with a cancer center
- Work experience in a healthcare environment, including scheduling and managing complex calls
2
Skills For Supervisor Contact Center Resume
- Previous supervisory experience in a manufacturing or military setting is required
- Plan, prioritize, and delegate work tasks to ensure proper functioning of the department
- Experience supervising call/contact centre teams
- Experience in collaborating with a business to respond to customer enquiries and meet service level expectations
- Adapts rapidly to change and balances multiple priorities. Thinks quickly and uses appropriate judgment
- Two (2) years retail call center experience
3
Skills For Supervisor, Single Point of Contact Resume
- Five (5) years of experience in a retail call center
- Previous supervisory experience in a related field
- Retail experience is highly desirable
- Leadership experience in a Contact Center/Call Center environment required
- Experience in a related health care field required or related education
- Typically requires 4+ years call center client service or equivalent experience
4
Skills For Supervisor, Rev Cyc Contact Ct Resume
- Develop strong relationships based on mutual trust and respect
- Clinical operations experience as a supervisor or lead
- Have strong ethics and integrity and be accountable for their actions as well as those of their team
- Customer care leadership experience
- Upervisory experience in Contact Center role
- Growing Greatness: Partnering to develop others to their highest potential
- Leading Change: Embracing the challenges of a dynamic environment
- Thinking Strategically: Proactively navigating future opportunities and obstacles
5
Skills For Customer Contact Center Weekend Supervisor Resume
- Working knowledge of a computer based phone system required
- Provide integrated coaching to direct reports and responsible for building integrated coaching books for each of your direct reports
- Predominantly sitting, with some standing
- Perform assessments of associates quality and adherence to company standards on inbound and outbound calls and emails utilizing integrated coaching techniques
- Provide team guidance and make recommendations when tracking contact center impacting events, such as system outages, access issues, and volume changes
- Identify and address team training and coaching needs
6
Skills For Supervisor, Contact Center, Evening Shift Resume
- Lean Leadership and Innovation: Fostering a culture of improvement, efficiency, and innovative thinking
- Managerial Courage: Finding the inner strength required when confronting opposition, difficulty, or risk
- Able and willing to work non-traditional hours during peak period, weekends, and holidays, if required by the job
- Passion for quality, continuous improvement and meeting customer needs
- Work varying shifts to meet the needs of the department
- Responsible for taking escalated calls and emails from Team Leads and associates when necessary
- Interfaces with multiple groups (IT, HR, Distribution Center, E-Commerce, Planning) to ensure contact center meets daily, weekly and monthly interval goals
7
Skills For Supervisor, Partner Contact Mgmt Resume
- Monitor service levels and contact center volumes on a real-time basis; deploying agents into necessary channels as needed
- Monitor accuracy of reporting and database information
- Work 12-hour rotating shifts required
- Drives for Results: Leading the pursuit of excellence to achieve outcomes
- Capabilities to supervise and develop direct reports
- Direct and motivate exempt and non-exempt associates
8
Skills For Supervisor, Contact Center Services Resume
- Well-developed and practical knowledge of occupational and process safety requirements (LOTO, Confined Space, Hot Work, PPE, etc)
- Utilize continuous improvement tools and methodologies to drive sustainable improvements
- Willingness/Ability to work overtime beyond the standard Newport 12-hour shift schedule
- MS Word- intermediate proficiency
- Work under pressure and be self-directed
- Call center certifications helpful but not required
- Maintains high energy and a positive attitude
- Takes initiative, a leader, and a coach
9
Skills For Contact Centre Supervisor Resume
- Travel to Advocate sites is required. Occasional long-distance travel
- Knowledge of regulatory, investor and legal guidelines
- Responsible for the management of the day-to-day operations within the call center environment
- Manage/Coach/Support the team to deliver on both quality and productivity expectations
- Identify and implement processes to improve quality of service and productivity
- Politically neutral with no current or past affiliation to political parties or lobbyists/third party campaigners
- Perform successfully in a fast paced, highly motivated environment
- Work Nights and weekend required
10
Skills For Supervisor, Customer Contact Center Resume
- Deal with problems and develop solutions
- Building Organizational Capability. Recognizing that staff development is an essential building block for organizational success. Establishing performance goals and objectives, monitoring progress against agreed upon metrics, and providing accurate behavioral feedback in a manner that maintains self-esteem
- Change Management. Inspiring others to embrace change by displaying the proper attitude toward change while helping others to understand the need for and benefits of change. Engaging key stakeholders in the communication and planning processes to ensure buy-in. Being flexible and adaptable in the face of organizational change
- Critical Thinking. Identifying and developing efficient and effective ways of approaching problems or new organizational initiatives. Assessing situations and making decisions while considering the implications for his/her domain. Using sound judgment and fact-based analysis to develop solutions that meet organizational goals and objectives
- Emotional Intelligence. Demonstrating insight into the emotions and motivations that underlie human behavior and using those insights to build effective relationships with others. Expressing self-awareness, personal responsibility, and confidence
- Execution Focus. Developing and implementing systems designed to maximize personal, team, and organizational success. Achieving quantifiable and measureable results across a variety of tasks despite obstacles, risks, distractions, or pressure
- Supervisory experience in a manufacturing setting is required
- Related experience of leading a team of represented personnel
- Maintain professionalism by demonstrating strong emotional intelligence
List of Typical Responsibilities For a Contact Supervisor Resume
1
Responsibilities For Supervisor, Contact Center Resume
- Effectively communicate with both internal and external team members, peers and superiors
- Effectively delegate assignments and manage workload within or across teams
- Establish strong partnerships with peers in other sites and other departments
- Establish and maintain effective relationships with key Operations partners including Quality, Training and Workforce
- Have a strong desire for personal and professional growth; constantly setting and achieving personal goals and challenges
- Manufacturing work experience required
- Recognize and maintain the balance of priorities of the associates as well as the organization
- Interacting with other members of the leadership team to leverage best practices and create efficiencies
- Organize/ provide coaching/feedback to all subordinates. Organize and perform instructing and training of new employees
2
Responsibilities For Supervisor Contact Center Resume
- Sets performance standards, reviews performance, provides coaching, feedback and recognition on job performance on an ongoing and timely basis
- Provide monthly and quarterly performance reviews. Update Coaching Journal daily to ensure coaching feedback is properly communicated and documented
- Provide support, coaching and development to CCS's to meet individual, team and Contact Centre (CC) KPI’s
- Manages department's human resources ensuring proper utilization of human resources and positive employee relations
- Work in fast paced team environment with a focus on accuracy and high quality standards
- Experience and demonstrated success in recognizing/developing talent and nurturing a team environment that results in open collaboration, strong business results and an improved customer experience
- Appropriately own and de-escalate issues through simple problem solving -- identifying and defining the issue, proposing and executing solutions, as well as ensuring appropriate follow-through
3
Responsibilities For Supervisor, Single Point of Contact Resume
- Excellent verbal/written communication as well as PC skills
- Demonstrated ability to conduct group presentations to staff, peers and upper management
- Develop customer support specialists to achieve client and company goals; recognize, reward and encourage successful performance through ongoing monitoring and hands on coaching; inspire and build team commitment
- Manage employee performance, to include coaching, communicating employee progress toward goals, and taking corrective actions, where necessary; track and document Representative performance, and provide feedback on daily work, service levels, and applicable performance metrics
- Work with Contact Center leadership to identify and implement process improvements to maximize quality, efficiency, and cost effectiveness of team; facilitate ongoing process improvements
- Communicate company strategies, client initiatives, system enhancements, performance and other key information to team; conduct team meetings on a regular basis
- Participate in execution of day-to-day operations, which includes maintaining service levels, adherence, call resolution time, service quality, and other key performance metrics
- Partner with Human Resources, Learning Solutions, IT, and other departments as needed to ensure effective department operations and superior customer service; administer company policies and practices
4
Responsibilities For Supervisor, Rev Cyc Contact Ct Resume
- Recommend process/operational improvements to build/enhance efficiencies, reduce costs, and improve overall level and quality of service; support service level achievement and service excellence to help credit unions grow and prosper
- Meet with client representatives to determine procedural requirements, conduct call calibrations, investigate/resolve internal and external issues and communicate results to client and internal management; Travel as needed to client’s place of business
- Participate in evaluation and implementation of new products and services
- Bilingual English/French would be an asset but not mandatory
- Prepares/assists in the financial forecast and monitors forecast for monthly variances
- Serves as on-site resource for daily operation of the Contact Center
- Ensures improvement in satisfaction by reviewing and assessing systems within the Contact Center and external care facility setting, including scheduling processes and staffing requirements
- Establishes work priorities for assigned areas in partnership with Manager
- Identifies key processes in the area of responsibility along with customer needs and expectations. Identifies monitors and evaluates indicators that reflect the important aspects of care and/or service
5
Responsibilities For Customer Contact Center Weekend Supervisor Resume
- Provides fiscal management for the area including preparation, ongoing review and management of budgets according to established procedures and timelines to ensure proper utilization of financial resources
- Provides management for department that ensures optimal utilization of human resources
- This includes determining appropriate staffing levels and qualifications, as well as effectively managing these human resources including, but not limited to, training, setting performance standards, reviewing performance and identifying developmental opportunities
- Reviews productivity reports and manages staff to assure they maintain quality, customer service and production standards
- Sets clear employee development goals and tracks progress in order to build insurance expertise and consultation ability, resulting in progression to the next level role within a defined time-frame
- Hires, trains, schedules, motivates and manages performance of insurance service staff in order to ensure service delivery excellence consistent with the AAA brand to maintain an excellent customer service experience
- Cultivating a positive and supportive culture within our contact centers
- Provides frequent personalized feedback and coaching to team member
6
Responsibilities For Supervisor, Contact Center, Evening Shift Resume
- Successful delivery of services in compliance with state mandates/laws and the Insurance Exchange’s operating procedures, including completed operational and administrative records
- Provide high quality client service in a contact center setting, by being actively present and available to directly support the teams
- Provide supervision support to work provided by contractors handling inbound calls
- Collaborate with training department to document work flow and processes
- Passionate about delivering a Service-Oriented Culture and embrace First Republic Bank’s core values
- Ensures the volume of work produced meets or exceeds service standards and compliance, accuracy and quality expectations
- Sets stretch goals for the division/organizational components, tracks overall progress and continuously keeps an eye on the bigger picture and how the goals fit
- Regularly utilizes trend data from QA/Escalation team and system tools to identify performance opportunities for team members
7
Responsibilities For Supervisor, Partner Contact Mgmt Resume
- Monitors both live (real-time) and random (recorded calls) telephone calls to assess agents ability to make sure the customer’s needs were effectively and efficiently addressed, company and regulatory guidelines were followed, and there was adherence to call handling metrics and system utilization
- Employee and Customer Care: Investigates and resolves questions/complaints from members and internal customers regarding services they received and interaction with staff members
- Takes a consultative approach to service that familiarizes employees with an increased awareness of opportunities to orient customers with the full range of AAA insurance products and services
- Performance plan development, goal setting, on-going performance feedback and evaluation and documentation of performance for service staff with focus on: Customer loyalty/satisfaction feedback and metrics; contact center operational efficiency metrics, cross-selling awareness and referral opportunities
- Directs, supervises and evaluates workflow, schedule adherence, call performance metrics using system applications such as: CMS Centerview; IEX Total View; AIM; Avaya Telephony; NICE QA
8
Responsibilities For Supervisor, Contact Center Services Resume
- Responsible for on-boarding, co-facilitating training, providing nesting support and determining proficiency of newly hired single-product servicing teams (special assignment lasting up to 6 months)
- Responsible for day-to-day application of organizational policies and procedures. Conducts training needs analysis
- Fiduciary responsibility: Assist in managing department expenses (e.g. overtime, rewards & recognition, travel, meal, office supplies)
- Timesheets: accuracy and adherence reports
- Supervise employee activity (work management, delegation) to ensure attainment of work goals
- Monitor and measure operational performance against established goals and metrics (service level, productivity, quality)
- Respond to customer inquiries in accordance with established service level agreements within assigned operational companies (respond to customer emails, letters)
9
Responsibilities For Contact Centre Supervisor Resume
- Identify, respond to, and resolve service disruptions (vendor, systems, process)
- Provide resolution to customer issues through direct contact or guidance to subordinates
- Maintain regulatory compliance (intra-company and extra-company accountability)
- Monitor relevant business processes in order to identify opportunities for improvement
- Oversee the operational workload of an allocated team within Business Services ensuring allocated staff is fully utilized in order to deliver against agreed program of work
- Promote and implement procedural best practices in order to ensure all working practice (and where relevant, health and safety standards) are compliant with National Grid policies and regulatory requirements
- Identify opportunities for process improvements and create actionable solutions
- Assist in successfully delivery of service level standards. Analyze key performance indicators daily. Identify conditions that are impacting service levels to determine solutions in a timely manner
- Plan on dedicating the majority of each day managing by walking the floor, answering associate questions, conducting side by side observations, and conducting coaching sessions
10
Responsibilities For Supervisor, Customer Contact Center Resume
- Regularly delivers performance reviews based on statistical performance, coaching and counseling for each team member
- Address disciplinary and/or performance issues according to company policy. Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required
- Assess training needs and resources. Work with site managers and Training department to schedule classes as needed
- Drive and support retention of associates by providing career growth and learning & development opportunities
- Regularly offers team member recognition with fun and engaging activities
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