• Customer Service Supervisor I | Savannah, GA

    Created Date
    8/13/2018
    ID
    2018-1982
    Department
    Operations Management
    Schedule
    Flexible
    Wage Description
    Commensurate
    Education
    High School Diploma/GED
    Reports To
    Director
    Min. Years Experience
    1
    Company/Brand
    OnBrand24
  • POSITION OVERVIEW

    CUSTOMER SERVICE SUPERVISOR I

    Join the team and help us grow! Our mission is to create an environment and culture that empowers our agents and management team to passionately represent our client's brands. We believe happy agents equals happy customers. We believe that excellence is never an accident; it is the result of high intentions, sincere effort, and skillful execution. 

     

    Savannah, GA 31405. Leadership, Customer Service, Full-Time, Base + Bonuses.

     

    SCHEDULE

    As a 24/7 contact center, OnBrand24 is able to offer a wide range of shifts. For qualified candidates, there are always multiple options to fit your busy schedule and deliver the work-life balance you want and need. Work with our talent acquisition team to find the right schedule for you. 

     

    POSITION RESPONSIBILITIES

    Team Supervisors are responsible for the day-to-day activity and development of 15-20 Agents within a complex call center environment. The supervisor is responsible for ensuring call quality from start to finish and proactively seeks ways to improve the internal processes and sales results. Sales and Performance Supervisor conduct regular business meetings with Inside Sales Representatives to complete performance reviews and coaching to ensure maximum quality and production of direct reports. Supervisors work closely with the Call Center Operations Manager in ensuring the overall adherence to corporate policies and procedures.

     

    Our Customer Service Supervisor I are responsible for the following tasks:

    • Overall management of 15-20 Agents
    • Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity
    • Directs sales forecasting activities and sets performance goals and objectives accordingly
    • Develop and maintain strategy on ensuring customer satisfaction on all sales transactions
    • Provide team motivation and development to maximize sales opportunities
    • Responsible for the overall performance and productivity of direct reports
    • Responsible for weekly payroll review and submission to ensure correct entries
    • Responsible for driving the growth of revenue and profit originating from a call center
    • Meeting performance targets, operating efficiencies, processing improvements, people development and quality assurance.
    • Monitoring of individual, team and call center results to identify and act on both positive and negative performance.
    • Determining work procedures, preparing work schedules, and expediting workflow.
    • Responsible for hiring, coaching and terminating call center employees
    • Other duties and responsibilities as assigned

     

    CANDIDATE QUALIFICATIONS

    The ideal candidate for this role would share and understand the high growth objectives of OnBrand24. This position requires a high degree of leadership, creative thinking and dedication to people. The ability to professionally represent OnBrand24 internally and client facing is a must. The right candidate will exhibit good business judgment and acumen and be both confident and flexible in their views.  This position will require the ability to work with multiple business units to acquire operational knowledge and execute on departmental initiatives. 

     

    Our Customer Service Supervisor I are responsible for the following tasks:

    • Associate’s degree and/or relevant work experience
    • Exceptional interpersonal & communication skills
    • Strong supervisory experience including staff development
    • Working knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
    • Demonstrated ability to drive sales through the actions of others
    • Understanding of call center tools and technology used to manage KPIs and SLAs
    • Possess effective conflict resolution skills (both customer and agent conflict)
    • Possess time management, planning, organizational and multi-tasking skills
    • Ability to learn new products and system
    • Ability to work in a professional fast-paced environment

     

    COMPENSATION DETAILS

    At OnBrand24 we believe that hard work should pay off, so we make sure that our compensation and rewards are exceptional.  Our people are not just employees; they are our business, our most important resource!  Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.  

     

    Wage

    Standard starting compensation includes a salary wage commensurate with experience.  Yearly reviews and raises are awarded based on tenure and performance, so our employees can make more each year.  

     

    Benefits/Office Perks

    PTO, Professional work environment, health insurance and 401K, fun & friendly environment.

     

    ABOUT US

    ONBRAND24

    OnBrand24 is a premier call center providing full-service outsourcing solutions for our clients. Named to the Inc. 5000 list of the Fastest-Growing Private Companies in America three years in a row, we offer a dynamic, flexible work environment employing top talent. We have more than 30 years of experience, and we represent a diverse group of clients across multiple industries and markets.

     

    Founded in 1981, OnBrand24 provides a complete array of call center services: call center customer service, order processing, Tier 1 help desk, lead generation, appointment setting, customer win-back, and customer/market research surveys. Since 1981 we have worked with hundreds of inbound call center and outbound call center clients.

     

    Our Mission is to provide an environment and culture that empowers our agents and management team to represent our client’s brands passionately. Our people are our product, and we have developed an employee-centric culture at OnBrand24 to support the high employee morale, engagement, and satisfaction of our most valuable resource.  We promote our management staff from within and offer excellent benefits resulting in a low turnover rate and excellent morale throughout the company.

     

    Headquartered in Beverly, MA, OnBrand24 is a leading Massachusetts call center with facilities also in Savannah, GA, and Portsmouth, NH. OnBrand24 has clients throughout the U.S., Canada, and the U.K.

     

    To learn more, visit us our careers page

     

    OnBrand24 is proud to be an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of age, race, color, creed, religion, sex, sexual orientation, gender, gender identity or expression, medical condition, national origin, ancestry, citizenship, marital status or civil partnership/union status, physical or mental disability, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state or local law. OnBrand24 will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

     

    ABOUT MCI

    MCI is the Parent Company for the following businesses: Gravis Apps, Mass Markets, and OnBrand24. MCI acquires and operates companies that provide tech-enabled BPO CX services, software applications, and technology to mid-market & enterprise customers. MCI is a multi-faceted tech-enabled business services supplier with a synergetic product and services portfolio and an expert leadership team. Our focus is on the development and delivery of dynamic technology, human capital, and professional services.

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