NuAxis Innovations Call Center Supervisor in Oklahoma City, Oklahoma
Call Center Supervisor
Location Oklahoma City, OK
# of openings 1
Salary Range (Min-Max) 00
We are going places. Hop on board.
Our value is in our employees – smart, passionate, and fun people.
Grow with us! As a small business, every NuAxis Innovations employee impacts the growth, success, and direction of this company. We all share a true passion for technology and enjoy working together to develop solutions, share ideas, and exchange knowledge. At NuAxis Innovations, we celebrate diversity and the unique perspective each team member brings to his/her job, team, and community. We are currently seeking a talented and motivated Call Center Supervisor for a Full-Time position.
Call Center Supervisor Job Summary:
We are searching for a dedicated, supportive Call Center Supervisor who can coach and motivate call center representatives as they field calls from clients. The call center supervisor must provide oversight to the call center and serve as the focal point for customer concerns. Drive, develop, and manage the process of the center while making recommendations for improvement to ensure technicians across the organization understand the process associated with the identification, prioritization, and resolution of reported problems. The supervisor must also prepare various types of reports for management and provide feedback and coaching to technicians, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act as a resource to agents.
Providing tactical day-to-day operational supervision of staff to include call monitoring, ticket performance review, customer satisfaction surveys, technician coaching and development, disciplinary recommendations and actions, recruiting, interviewing, hiring, and performance report generation and analysis.
Reviewing ticket transfers between support tiers (Tier I, Tier II, Tier ill) and escalations to ensure issues are resolved within the most appropriate tier without unnecessary routing to higher tiers.
Providing performance monitoring and inspection as outlined in the Quality Assurance plans to ensure agents understand and comply with all call center objectives, performance standards, and policies.
Providing daily, weekly, and monthly coaching and development.
Monitoring and evaluating agent attendance, performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
Working with other supervisors and management team members to support agents and maximize customer satisfaction.
Ensuring adherence to applicable SLAs during call spikes.
Identifying operational issues and suggesting possible improvements.
Preparing reports and analyzing data to assist management as they determine call center goals.
Skills and Qualifications:
Customer Service, Customer Focus, Phone Skills, Listening, Verbal Communication, Data Entry Skills, Product Knowledge, Job Knowledge, Objectivity, Dependability, Multi-tasking
Exceptional verbal and written communication skills. Strong understanding of company products, policies, and services. Ability to coach, train, and motivate employees and evaluate their performance. Excellent problem solving, leadership, and customer service skills
Tactical oversight and management of all Tier I and II support activities
Must have (or be willing to obtain as a condition of employment)
Current Microsoft Certified exam qualifying you as a Microsoft Office Specialist (MOS) for Office 2007 or later
Certification in ITIL v3 Foundations, Help Desk Institute's HDA*, Customer Service Representative, or other IT industry certification
Experience: At least 3-5 years of current experience in supporting a call center or IT service desk
Associate Degree or equivalent
Proficiency with technology, especially computers, software applications, and phone systems
Exceptional verbal and written communication skills
Analytical, efficient, and thorough
Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
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Our Profile :
NuAxis is an IT Services firm providing innovative solutions to the U.S. Federal Government using state of the art technologies, architectures, and life cycle management. We are a Certified Microsoft Partner with extensive Microsoft technologies experience. Our services portfolio includes Project Management, Application Development, Infrastructure Management, and Security Management. We offer competitive salaries, an attractive benefits package, and the opportunity to learn from experts.
High technology business with long-standing U.S. Federal Government experience * Visionary executive leadership * Expert professional services team comprised of highly skilled engineers and software developers * Rapid growth over the last several years
NuAxis is an Equal Opportunity/Affirmative Action Employer including Vets and Disabled. Employment contingent upon successful completion of the background investigation
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