Contact Center Supervisor

ID
2017-2750
Pos. Category
Management
North Salt Lake
UT
Created Date
9/14/2017
Type
Regular Full-Time

Overview

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Lexington Law is the leading firm in credit report repair. Lexington Law offers quality services with a long commitment to credit correction research and development, drawing on its 24 years of experience assisting over half million clients in their credit repair efforts. Today, Lexington Law continues to be a driving force helping clients take action on their credit, and remains the trusted leader in credit report repair.

 

At Lexington Law, you can make a difference... in your life... by making a difference in the lives of others who are challenged with credit problems. Our employees work hard to be successful and to keep our law firm at the top of the industry. Due to our continued growth and success, Lexington Law Firm has the need for a Call Center Supervisor to join our North Sale Lake office. We are a company that values our employees and are motivated to make a change in our members' lives through living these Core Values each day: INTEGRITY, TEAM, INNOVATION and PRIDE.

 

 

Responsibilities

CALL CENTER TEAM LEAD/SUPERVISOR

The Supervisor is responsible for using their skills to achieve productivity metrics, coaching and development of their direct reports, administrative duties to include employee monthly assessments and annual reviews, building and maintaining long-term internal and external relationships. 

 

ESSENTIAL FUNCTIONS

  • Overall supervision of a team of 10 – 15 call center agents
  • Offer assistance to direct reports via chat or being visible and available to answer questions.
  • Monitor reporting to identify relation to performance targets
  • Assist your direct reports by servicing escalated clients when necessary
  • Ensure Paralegals maximize their availability on the phones to assist clients
  • Motivate and encourage direct reports through positive communication, feedback and motivational activities
  • Conduct weekly one-on-one coaching meeting with direct reports
  • Regular attendance and participation in call calibrations
  • Make employee management decisions to include rewards, disciplinary  actions and termination of employment
  • Performs duties professionally while contributing to a positive work environment
  • Promote employee-centric culture that encourages employee satisfaction and engagement
  • Other duties as assigned

 

Qualifications

 

MINIMUM REQUIREMENTS

  • 1-2 years of contact center leadership experience
  • Strong customer focus
  • Excellent coaching and development skills
  • Ability to quickly learn new processes, products and services
  • Multi-taking
  • Excellent verbal and written communication skills
  • Strong listening skills
  • Must have the ability to work collaboratively with a variety of people at all levels within the organization to ensure effective communication and success of key initiatives
  • Must have excellent leadership and communication skills with an ability to manage a team and the abiility to lead and influence others.
  • Detail-oriented with effective time management, organizational and problem solving skills
  • Ability to work independently (self-starter) and as a member of various teams or committees
  • Calculates risk associated with sound decision-making skills
  • Proficient on MS Office Suite, Workforce Management programs (Verint preferred)

 

 

 

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