FAQs
What is the main purpose of the Supervisor, CO Inbound position?
The main purpose of the Supervisor, CO Inbound position is to lead a dynamic contact center team of sales professionals, focusing on driving sales, optimizing conversion rates, and fostering a positive workplace environment while ensuring high employee and customer satisfaction.
What educational qualifications are required for this position?
A high school diploma or GED is required, with a college degree preferred; an MBA is considered a plus.
What type of experience is necessary for this role?
Previous coaching or supervisory experience is necessary, along with a strong background in sales and customer service.
What skills are essential for success in this position?
Strong analytical skills, proficiency in statistics, and experience in sales call centers or top-performing sales departments are essential. Proficiency in Excel, Microsoft Word, and Outlook 360 is also required.
Will the Supervisor be responsible for training team members?
Yes, the Supervisor is responsible for conducting training sessions for team members, including both senior agents and new agents transitioning into the role.
Is the Supervisor role focused on any specific performance metrics?
Yes, the Supervisor will monitor performance metrics such as quality assurance (QA), average handling time (AHT), customer satisfaction (CSAT) scores, and call avoidance behaviors.
Are there opportunities for growth within this role?
Yes, the Supervisor can develop action plans to address performance deficiencies and will actively support team members in achieving their goals, which can lead to further career advancement.
Will travel be required for this position?
Yes, the role may require travel to locations such as Mexico City, Manila, and other US site locations as needed.
How does the Supervisor contribute to the department's goal achievement?
The Supervisor provides leadership and support by developing team performance strategies, offering coaching, and analyzing daily reports to ensure that goals are met effectively.
What is the work schedule for this position?
The Supervisor will work in support of a 7 days a week business operation and is expected to provide guidance and leadership during full hours of operation.