Contact Center Supervisor Jobs in New York

Previous experience in call center supervisory or management role

Project Management experience is a plus

Certified Call Centre Manager (CCCM) or equivalent certification is a plus

Plan and develop operational business processes to align with Service Level Agreements and contractual requirements.

Proven experience with customer service

Working knowledge of performance evaluations and call center metrics

Communicates regularly with staff and management to ensure clear understanding and to share pertinent information.

Monitors calls to observe employees’ demeanor, customer service skills, technical accuracy and conformity to policies and contract standards.

Manages and prioritizes daily workloads to handle calls and adjust work assignments in response to volume fluctuation.

Manages scheduling of CSRs and other direct reports.

Prepares and delivers timely performance appraisals in collaboration with Contact Center Manager.

Manages and responds to all contract traffic (telephone calls, e-mails, faxes, etc.).

Prior military move management experience.

Continually maintain a working knowledge of all services and requirements for processing customer orders.

Preferred experience working in a multi-channel contact center environment remotely.

May perform other related duties and responsibilities as assigned and/or required

Undergraduate degree or equivalent experience in lieu of degree.

3+ years minimum supervisory/leadership experience in a call/contact center environment.

Prior military move management experience.

Continually maintain a working knowledge of all services and requirements for processing customer orders.

Preferred experience working in a multi-channel contact center environment remotely.

May perform other related duties and responsibilities as assigned and/or required

Undergraduate degree or equivalent experience in lieu of degree.

3+ years minimum supervisory/leadership experience in a call/contact center environment.

Experience with Knowledge Management systems

Knowledge of principles, methods, and practices of adult education/training

Assure interactive, participative learning environment that supports all learning styles and abilities.

Monitor learner progress, administer knowledge checks and post-training learning assessments, and escalate issues as needed.

Model our Culture and Values to facilitate employee engagement and an exceptional Employee Experience.

3 years in training role with experience delivering training virtually or supervisory/lead role in a contact center environment leading virtually