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Experienced Call Center CSR Supervisor (ONSITE, PHOENIX)

Phoenix, AZ

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Description

  • Assists the Manager with development of goals and improvement strategies to achieve operational objectives.
  • Supervises and schedules staff; assigns, directs, and checks the work of assigned personnel to ensure quality client service.
  • Establishes and maintains a positive, professional relationship with clients. Fosters a cohesive relationship between Sales and Operations to maintain a unified approach to client service.
  • Makes hiring recommendations and evaluates performance; recommends merit increases, promotion or termination, and disciplinary action to maximize employee performance. May act independently of Manager.
  • Supervises training of personnel; recommends, implements, and monitors on-the-job training and education to further professional advancement of assigned personnel.
  • Maintains knowledge of changes in payroll laws and policies and procedures to further personal professional development. Reviews and recommends system changes to maintain the integrity of the payroll system.
  • Acts as the focal point  activities related to sourcing, interviewing, and hiring to ensure that the best possible talent is hired.
  • Resolve client issues and review product suite as needed to insure the highest levels of client retention. Assists Manager to meet revenue and retention goals.

Job Requirements

 

  • Ability to build rapport with clients

  • Ability to prioritize and multitask

  • Intermediate computer skills including Windows based applications (Word, PowerPoint, Excel, and Outlook) and the ability to perform other basic computer functions and trouble shooting

  • Excellent written and verbal communication skills

  • High School Diploma required; Bachelor’s Degree preferred

  • MUST BE ABLE TO WORK ONSITE IN NORTH PHOENIX

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