3 days old

Call Center Supervisor (ME0107)

Pepsi Bottling Ventures, LLC
Cary, NC 27513
  • Job Code
    9903

Responsibilities/Duties:
This role manages a blended team of Sales Associates, Sales Coordinators, and Customer Relationship Specialists in an multi-channel contact center, ensuring individual associate achievement in KPI's which include: increase sales, equipment repair revenue, efficiency, productivity and customer satisfaction.

RESPONSIBILITIES/DUTIES

  • Provide leadership and coaching to contact center employees to help them achieve and exceed daily, weekly and quarterly goals.
  • Analyze daily, weekly, periodic and quarterly reports to improve agent performance.
  • Perform quality assurance monitoring
  • Administer PBV HR Policies and Guidelines.
  • Hire, train and develop new front line call center employees.
  • Assist in the development and implementation of new procedures and policies.
  • Ensure that contact center is appropriately staffed and achieve contact service levels through workforce scheduling
  • Mentor and train Team Leads.
  • Other duties as assigned.

    Minimum Requirements:
    Associates degree preferred. Plus 10 years of customer service, sales, call center or industry experience, of which 5 years have been spent in a supervisory, team coaching, or management level role. Or, Bachelor's degree with an equivalent level of experience.

    Must Have: Demonstrated sales results.
    Working knowledge of inbound and outbound call center dialing best practices; Demonstrated analytical skills; Demonstrated interpersonal skills; Demonstrated organization/ time management; Solid decision-making skills; Proven HR policy administration and enforcement; Effective coaching/training Skills.

  • Professionalism, Independent Judgement and Discretion
  • Problem Solving/Analysis and Communication Proficiency
  • Strategic Thinking and Time Management

    Advanced Customer Care training required. Must have exceptional leadership and coaching skills that provide impetus for daily motivation. Excellent written and oral communication skill required. Must have extraordinary customer service skills and be willing to routinely exceed executive requirements and customer expectations. Thorough experience using Microsoft Excel and Microsoft Office tools for data extraction, manipulation, correction, and reporting is required. Must have a valid NC driver's license.

    Must be able to work hours necessary to complete assigned tasks.

    Unfortunately, we will be unable to offer visa sponsorships to candidates.EOE M/F/D/V

    We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.







  • Posted: 2019-10-10 Expires: 2019-11-08
    Sponsored by:
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    Sponsored by:
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    Call Center Supervisor (ME0107)

    Pepsi Bottling Ventures, LLC
    Cary, NC 27513

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