Contact Center Team Supervisor - Phoenix Valley

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At Consumer Cellular, recruiting is human. Every application is reviewed by a real member of our Talent Acquisition team because we believe the people behind the résumé matter just as much as what's on it.

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Job Summary
The Team Supervisor will lead a team of approximately 15 customer service employees in day-to-day Customer Service operations to achieve and exceed performance expectations. This position is responsible for ensuring all communications (telephones, emails, etc.) directed to the Customer Service Center are handled appropriately. The Team Supervisor provides leadership, direction, accountability, and coaching to ensure adherence to company policies and procedures. The Team Supervisor reports to the Call Center Manager.

Essential Functions (Other job duties may be assigned)

• Coach, motivate, and inspire team members to achieve and exceed performance goals.
• Monitor service calls to observe customer service representatives’ demeanor, technical accuracy, and conformity to company policies; provide feedback and development as needed.
• Partner with peers and other members of leadership to support agents and maximize customer satisfaction.
• Monitor and analyze team performance to strategically assist in the development of their team’s skills.
• Field questions from customer service representatives and recommend changes to address how to alleviate customer complaints.
• Minimize customer escalations through effective coaching and support as well as handle issues that have escalated above your team.
• Conduct salary reviews, performance reviews, and career development sessions with direct reports.
• Possess and maintain a thorough knowledge of telecommunications industry information.
• Proactively and positively communicate corporate messages and changes; provide constructive feedback to leadership as needed.
• Effectively use recognition, coaching, training, and other tools to lead the team and inspire industry-leading performance, accountability, attendance, and employee retention.
• Partner with Human Resources to conduct any necessary investigations, deliver disciplinary actions, including separations, and document all interactions and communications.
• Partner with Talent Acquisition to interview new candidates for various customer service roles.
• Demonstrate strong interpersonal communication, time management, and multi-tasking skills.
• Also responsible for other duties/projects assigned by leadership as needed.