iQor is hiring!

Contact Center Supervisor

We are currently looking for a Contact Center Supervisor for our Phoenix Center of Excellence.

Responsibilities:

Directly supervises a team of call center agents
Provides and documents performance feedback through side-by-side coaching, performance reviews, goal setting and deficiency management
Appropriately address human resources issues, such as attendance and interpersonal conflicts in the workplace; consults Department Manager and/or Human and Resources for guidance as needed
Manages service levels based on client contract agreements
Participates in the interviewing process and makes hiring recommendations
Improves customer satisfaction and call quality by monitoring and giving feedback
Increases effectiveness of call monitoring by calibrating with the quality department
Control cost by managing staff to budgeted headcount and adjusting as volume dictates
Utilizes reporting to manage improvements in individual, team and queue performance
Manages change through effective communication and support of task
Accepts change by demonstrating a positive attitude when change occurs
Takes calls and handles escalated customer issues as needed
Supports the call center by participating in cross-functional meetings to give input on improvement opportunities
Supports and communicates business goals, quality standards, processes and procedures and policies
Administers motivational programs that include incentives, contests and team performance programs

2+ years previous supervisory experience required
Demonstrated ability to lead, coach and develop effective teams
Results oriented with ability to mange change while creating a positive environment
Project management experience a plus
Proficiency in Microsoft Office, call center applications, workforce applications, quality monitoring tools and applications, center reporting tools and technologies
Outsourcing experience a plus
Flexibility to work long and irregular hours