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Team Supervisor

Pay:
$25,000 - $30,000 plus up to $6,000 per year bonus
Benefits:
Health, Vision, Basic Life and DentalJob Type:
Full Time
Experience:
Minimum of 1 year management experienceJob Category:
OperationsJob DescriptionTeam Supervisors are responsible for the day-to-day activity and development of 15-20 Agents within a complex call center environment.
The supervisor is responsible for ensuring call quality from start to finish and proactively seeks ways to improve the internal processes and sales results.
Sales and Performance Supervisor conduct regular business meetings with Inside Sales Representatives to complete performance reviews and coaching to ensure maximum quality and production of direct reports.
Sales and Performance Supervisor work closely with the Call Center Operations Manager in ensuring the overall adherence to corporate policies and procedures.
Responsibilities o Overall management of 15-20 Agentso Manage metrics, performance criteria, policies and procedures to continuously improve call center productivityo Directs sales forecasting activities and sets performance goals and objectives accordinglyo Develop and maintain strategy on ensuring customer satisfaction on all sales transactionso Provide team motivation and development to maximize sales opportunitieso Responsible for the overall performance and productivity of direct reportso Responsible for weekly payroll review and submission to ensure correct entrieso Responsible for driving the growth of revenue and profit originating from a call centero Meeting performance targets, operating efficiencies, processing improvements, people development and quality assurance.
o Monitoring of individual, team and call center results to identify and act on both positive and negative performance.
o Determining work procedures, preparing work schedules, and expediting workflow.
o Responsible for hiring, coaching and terminating call center employeeso Other duties and responsibilities as assignedJob Requirements o Associate's degree and/or relevant work experienceo Exceptional interpersonal & communication skillso Strong supervisory experience including staff developmento Working knowledge of Microsoft Office including Outlook, Excel, Word & Powerpointo Demonstrated ability to drive sales through the actions of otherso Understanding of call center tools and technology used to manage KPIs and SLAso Possess effective conflict resolution skills (both customer and agent conflict)o Possess time management, planning, organizational and multi-tasking skillso Ability to learn new products and systemo Ability to work in a professional fast-paced environmentCompany OverviewTMone (pronounced T-M-one) is an industry leading next generation call center business process outsourcing (BPO) provider that supports the full scope of the customer experience management lifecycle.
Headquartered in Iowa City, Iowa with service delivery centers in Des Moines, Iowa, Dakota Dunes, South Dakota, Spearfish, South Dakota, and Waycross, Georgia.
TMone's resources are strategically centric to the Midwest.
Since its inception in 2003, TMone has adopted an unconventional approach to designing and growing its business.
We provide CRM and customer service selling support to businesses across a wide range of industries, including (but not limited to) telecommunications and wireless, energy and utilities, healthcare, publishing, automotive and communications.
At TMone we believe in having fun at work and maximizing on the time we have.
We are a sales culture with a focus on customer experience so everything we do is a product of our effort to increase service levels through a positive culture and work environment.


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