Spvr, Call Center Onln

Customer Service NEW HAVEN, Connecticut


Description

About Frontier Communications

Frontier® Communications provides communications services to urban, suburban, and rural communities in 29 states. Frontier offers a variety of services to residential customers over its FiOS® and Vantage™ fiber-optic and copper networks, including video, high-speed internet, advanced voice, and Frontier Secure® digital protection solutions. Frontier Business offers communications solutions to small, medium, and enterprise businesses.

Duties & Responsibilities:

  • Assumes responsibility for creating and maintaining individual consultant development plans and routinely conducts performance reviews with each team member. Provides direction to subordinates on achieving specific objectives, including contributing to a quality customer experience that promotes customer loyalty, brand recognition, and revenue generation.
  • Assumes responsibility for executing the Quality Performance Management Program by consistently conducting and assessing Representative interactions and transactions via recordings and observations utilizing call monitoring systems; delivers timely feedback to team members and monitors team member progress.
  • Participates in calibration sessions directed by the training group in order to closely monitor adherence standards.
  • Collaborates with training group and Call Center Operations Management in monitoring consultant skill levels, team schedule adherence, attendance, and compliance with Center performance measures and metrics.
  • Ensures that Representatives are appropriately trained, are following correct procedures, and maintaining a high degree of quality.
  • Works with other Center leaders and with the Call Center Operations Management team in managing daily work assignments and workflow.
  • Monitors day-to-day quality and production goals; monitors and assists in managing the workload to the team; and reviews and coaches to the importance of availability, quality of performance, service level, and other Center objectives and goals.
  • Analyzes daily performance activities, utilizing multiple reporting systems (e.g. Avaya, CCST, and others) and provide on-going performance feedback.
  • Reports system malfunctions or performance issues to appropriate Call Center Operations management team.
  • Assists consultants with problem resolution and trouble shooting to resolve customer issues.
  • Answers technical and procedural questions.
  • Addresses escalated calls and transactions from consultants by providing resolution.
  • Performs requisite administrative tasks, including but not limited to preparing reports, reviews and other necessary documentation.
  • Maintains working knowledge of all systems.

 

To be a successful Sales Call Center Supervisor at Frontier, you will need the following:

  • Supervisory experience in a fast paced environment. Retail or Call Center experience is preferred.
  • Sales experience in a telemarketing or outbound call center environment
  • Exhibit “Delight the Customer” values, ability to show passion for our Customers.
  • Strong Analytical skills to help review key performance indicators (Net Revenue, Revenue per Call)
  • A desire for sales and achieving results

 

Outstanding Leadership skills to include:

  • Ability to multi-task
  • Coaching competencies aligned with our Leadership model
  • Excellent Communication skills
    • Written – Email and writing etiquette/Letters to customers
    • Verbal – Present to peers, team, and leadership team
  • High visibility presence in the work center
  • The ability to have fun and enjoy your work environment!

 

Must have Qualifications:

  • Minimum of three (3) years of customer service experience required
  • High School degree or GED required, College degree preferred
  • Flexibility in work schedule.
  • 3 references from former Supervisors or Managers

 

Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.