Summary of Job:

As the Contact Center Supervisor, you are the go-to for assistance, problem-solving while serving as a coach, and mentor for the team. This position works closely with the Contact Center Manager to ensure the highest level of performance. Work with leadership to make decisions regarding people, processes, technology, and service.
Daily interactions across business lines are encouraged to provide an optimal level of support and communication. Develop and maintain strong professional working relationships with other team members. Deep understanding of Lee Companys culture and mission to create a place where employees can THRIVE is vital to the success of this position.

Essential Duties and Responsibilities:

• Provide leadership, orientation, training, coaching, and mentoring to contact center staff.
• Supervise a team of CSRs and Dispatchers, offering guidance and support while monitoring their performance and productivity.
• Deliver and improve team KPIs and Agent performance.
• Actively participate in interviewing, hiring, onboarding and termination processes.
• Provide ongoing, timely employee reviews and documentation.
• Establish a high standard for productivity, quality, and customer experience.
• Maintain upbeat, professional, and motivated demeanor while providing positive. reinforcement for team members.
• Ensure proper execution of call procedures and dispatch techniques.
• Monitor calls, coach, and counsel agents.
• Continuously motivate team members developing a positive, healthy work environment.
• Initiate programs and ideas to improve performance and operations.
• Take appropriate and timely action in responding to employee concerns or personnel issues.
• Track day-to-day team performance and attendance reports.
• Track call center trends and actively initiate and participate in team projects.
• Assist with performance evaluations and disciplinary actions.
• Determine, coordinate, and supervise daily staffing assignments and staffing levels.
• Implementation of new processes to optimize KPIs
• Work collaboratively with leadership to meet and exceed call center performance standards.
• Must be able to work with minimum supervision and possess strong collaboration and organizational skills with mindfulness to detail.
• Possess excellent oral and written communications skills.
• Strong Analytical skills, report creation and execution.

Education, Experience, Skills:

• 3-5 years call center experience preferable
• 3-5 years customer service experience preferable
• 3-5 years supervisory or management experience
• Proven knowledge of Microsoft Excel, Word, Power Point, and Outlook
• Strong Excel, reporting and data analysis
• Some experience with Five9 is preferable but not required
• Some experience in Microsoft Dynamics SL is preferable
• Ability to multi-task and meet deadlines successfully

PHYSICAL DEMANDS/WORKING CONDITIONS:

The physical activities described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions and expectations.

Individuals in an office-based position will encounter ambient room temperatures, fluorescent lighting, and will be expected to operate traditional office equipment as found in any typical office environment. Individuals may need to sit at a desk or table for long periods of time. An office worker may also be expected to spend long hours in front of a computer screen. A person in this position can be expected to reach over shoulder heights; crouch or stoop below the waist; experience repetitive wrist, hand, or finger movement; occasionally lift up to 25 pounds depending on the position.

Lee Company is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate on the basis of race, color, religion, gender, age, national origin, veteran status, disability, genetic information or testing, or family and medical leave.