Contact Center Tier Supervisor (Remote)

We are seeking Supervisors to be part of ITCON Services 2024 Emergency Response Contact Center Team.

• This is a short-term seasonal position.
• This position is remote.
• Candidate must be a citizen of the United States.

ITCON Services has a service-oriented culture with a focus on our customer needs and responding to them quickly and efficiently. We are looking for a reliable individual who is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability. The ideal candidate for this role is passionate about ensuring excellence in service, responds quickly and effectively to customer inquiries, and is comfortable working in a fast-paced environment.

Responsibilities

Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements

Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly

Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment

Ensure service delivered to our customers meets contractual requirements and financial expectations

Communicate expectations to employees and provide timely updates

Provide subject matter expertise in handling escalated customer calls as needed

Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities

Stay current on internal work processes, policies, and procedures. Attend required manager development training/meetings

Promote the ITCON values through both behavior and attitude, including being an advocate for team members

Required Skills And Qualifications

Associate degree in related field OR two to four years of relevant experience preferred

English speaking proficiency

Familiarity with CRM systems and practices

Proficient using computers, switching between various applications and windows/sessions on a laptop, downloading, opening, saving, printing, and/or deleting files

Highly motivated individual with skills to develop and coach team members to achieve performance expectations

Work well under pressure and follow through on items to completion

Strong communication skills, both written and verbal

Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables

Ability to mentor, coach and provide direction to a team of employees

Willingness to work a flexible schedule