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Posted: Thursday, September 7, 2017 1:10 AM

Seeking an English & Italian Speaking Contact Center Supervisor to serve as part of the department's leadership team. The selected applicant will manage a small team of contact center agents. Experienced contact center Supervisors are welcomed to apply.Duties and Responsibilities (Summary):Supervise daily operations of the Manufacturer Pay-As-You-Go Program, Customer Relations and Outsourcing Center (ie Natuzzi Team, Customatic Adjustable BEDZ, Value City Project etc.).Supervise employees in the Manufacturer Pay-As-You-Go Program, Customer Relations and Outsourcing Center (ie Natuzzi Team, Customatic Adjustable BEDZ, ASI Project etc.) teams. Resolve conflicts, strive to maintain harmony among co-workers and enhance team morale.Develop, maintain and lead a team-oriented environment among the multiple business units. Plan and facilitate regular team meetings.Through succession planning, develop a high level agent into a team leader who will act as a contingent and support person for Customer Relations and Outsourcing Center Supervisor position. Conduct monthly conference calls with key manufacturers and other outsourcing clients to discuss service level performance and opportunities.Establish goals for the Manufacturer Pay-As-You-Go Program, Customer Relations Claim Investigation (ie disputes, escalated claims, BBBs, SAGs etc.) and Outsourcing Center. Work with Reporting Specialist to prepare and distribute Weekly and Monthly Dashboard Reports for key customers.Approve technician rates and fees associated with the Manufacturer Pay-As-You-Go Program and Outsourcing Center.Study and identify areas for possible improvement within immediate department and call center at large by suggesting and designing procedural changes.Assess training needs among agents. Work with Trainer to ensure that all agents are properly trained and equipped.Systems (BRAINS, InContact, Google, etc.) assessment, updates and suggestion for enhancements.Ensure team members are following all company policies and procedures. Create Development Action Plans (DAP) to facilitate improved performance among team membersPrepare and deliver agent assessment evaluationEnsure that agents are meeting adherence to schedule requirementWork a flexible schedule Ensure that agents are following all company policies and proceduresAssist management with the preparation and delivery of performance evaluationsOther duties and responsibilities as assigned by Management. Required Skills and Competencies: Speak, Read and Write English and Italian fluently. Three to five years previous customer service/inbound call center experience; dispatch, or technician scheduling experience. Excellent telephone etiquette; Strong communication skills; Interpersonal skills; Effective written communication skills; Problem resolution skills; Consultative customer relations skills; PC literate word/excel/outlook; Ability to multi- task; Able to train personnel; Thorough working knowledge of Service Center procedures, policies, protection plans. Minimum of 1 year team lead experience; Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to read, analyze and interpret general business documents; Ability to conduct group meetings/presentations; Ability to communicate to all levels within the organization and externally to customers/consumers; Proficient Leadership Skills (see below)Education/Experience: High school or equivalent with some college coursework or equivalent proficiency in oral and written communication skills. Associate's degree is preferred. Familiarity with the Internet and experience using PC databases. Preferred and Special Skills:Previous retail/furniture experience. Leadership Skills: Ability to lead by example and develop efficient teams.Management Skills: To control and direct, guide and administer. Includes management of resources, assessment, selection and development of people, empowering others and leadership.Interpersonal Skills: Concern for people; A genuine interest in being responsive to the needs and concerns of others.Communication Skills: The ability to express and receive ideas clearly, concisely and logically, either orally or in writing to influence and/or explain viewpoint. Identifies correct issues to be communicated, the appropriate vehicle, and timing. Consistently fulfills commitments and promises.Organizational Skills: Requires the competency to provide logical work structure for self and others; including the description of an area of responsibility, a sequence of actions to produce an organizational result and the effective use of resources. Analytical Skills: Breaks complex problems into manageable parts that can be addressed in a systematic way.Planning Skills: Establish goals and a logical method to achieve them based on company goals and objectives. Self Confidence: Belief in one's judgment and abilities; an enthusiastic approach to challenges and a willingness to take bold actions.Ability to Influence others: Planning and calculating one's own words and actions to gain others' support or to achieve a desired impact.Coaching Skills: Supporting groups and individuals to improve their effectiveness, develop their skills and increase their performance/productivityWork Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The Warranty Service Hours are from 8:00 am until 9:00 pm (EST) Monday Friday, 8:30 am until 5:30 pm on Saturday. The selected applicant will be required to work during this work schedule.Physical Demands: While performing the duties of this position, the employee is regularly required to talk and hear. The employee is frequently required to sit and use hands to type on computer. The employee is occasionally required to lift moderate heavy items. The vision requirements include close vision, distance vision, peripheral vision and ability to adjust focus.Seeking an English & Italian Speaking Contact Center Supervisor to serve as part of the department's leadership team. The selected applicant will manage a small team of contact center agents. Experienced contact center Supervisors are welcomed to apply.Duties and Responsibilities (Summary):Supervise daily operations of the Manufacturer Pay-As-You-Go Program, Customer Relations and Outsourcing Center (ie Natuzzi Team, Customatic Adjustable BEDZ, Value City Project etc.).Supervise employees in the Manufacturer Pay-As-You-Go Program, Customer Relations and Outsourcing Center (ie Natuzzi Team, Customatic Adjustable BEDZ, ASI Project etc.) teams. Resolve conflicts, strive to maintain harmony among co-workers and enhance team morale.Develop, maintain and lead a team-oriented environment among the multiple business units. Plan and facilitate regular team meetings.Through succession planning, develop a high level agent into a team leader who will act as a contingent and support person for Customer Relations and Outsourcing Center Supervisor position. Conduct monthly conference calls with key manufacturers and other outsourcing clients to discuss service level performance and opportunities.Establish goals for the Manufacturer Pay-As-You-Go Program, Customer Relations Claim Investigation (ie disputes, escalated claims, BBBs, SAGs etc.) and Outsourcing Center. Work with Reporting Specialist to prepare and distribute Weekly and Monthly Dashboard Reports for key customers.Approve technician rates and fees associated with the Manufacturer Pay-As-You-Go Program and Outsourcing Center.Study and identify areas for possible improvement within immediate department and call center at large by suggesting and designing procedural changes.Assess training needs among agents. Work with Trainer to ensure that all agents are properly trained and equipped.Systems (BRAINS, InContact, Google, etc.) assessment, updates and suggestion for enhancements.Ensure team members are following all company policies and procedures. Create Development Action Plans (DAP) to facilitate improved performance among team membersPrepare and deliver agent assessment evaluationEnsure that agents are meeting adherence to schedule requirementWork a flexible schedule Ensure that agents are following all company policies and proceduresAssist management with the preparation and delivery of performance evaluationsOther duties and responsibilities as assigned by Management. Required Skills and Competencies: Speak, Read and Write English and Italian fluently. Three to five years previous customer service/inbound call center experience; dispatch, or technician scheduling experience. Excellent telephone etiquette; Strong communication skills; Interpersonal skills; Effective written communication skills; Problem resolution skills; Consultative customer relations skills; PC literate word/excel/outlook; Ability to multi- task; Able to train personnel; Thorough working knowledge of Service Center procedures, policies, protection plans. Minimum of 1 year team lead experience; Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to read, analyze and interpret general business documents; Ability to conduct group meetings/presentations; Ability to communicate to all levels within the organization and externally to customers/consumers; Proficient Leadership Skills (see below)Education/Experience: High school or equivalent with some college coursework or equivalent proficiency in oral and written communication skills. Associate's degree is preferred. Familiarity with the Internet and experience using PC databases. Preferred and Special Skills:Previous retail/furniture experience. Leadership Skills: Ability to lead by example and develop efficient teams.Management Skills: To control and direct, guide and administer. Includes management of resources, assessment, selection and development of people, empowering others and leadership.Interpersonal Skills: Concern for people; A genuine interest in being responsive to the needs and concerns of others.Communication Skills: The ability to express and receive ideas clearly, concisely and logically, either orally or in writing to influence and/or explain viewpoint. Identifies correct issues to be communicated, the appropriate vehicle, and timing. Consistently fulfills commitments and promises.Organizational Skills: Requires the competency to provide logical work structure for self and others; including the description of an area of responsibility, a sequence of actions to produce an organizational result and the effective use of resources. Analytical Skills: Breaks complex problems into manageable parts that can be addressed in a systematic way.Planning Skills: Establish goals and a logical method to achieve them based on company goals and objectives. Self Confidence: Belief in one's judgment and abilities; an enthusiastic approach to challenges and a willingness to take bold actions.Ability to Influence others: Planning and calculating one's own words and actions to gain others' support or to achieve a desired impact.Coaching Skills: Supporting groups and individuals to improve their effectiveness, develop their skills and increase their performance/productivityWork Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The Warranty Service Hours are from 8:00 am until 9:00 pm (EST) Monday Friday, 8:30 am until 5:30 pm on Saturday. The selected applicant will be required to work during this work schedule.Physical Demands: While performing the duties of this position, the employee is regularly required to talk and hear. The employee is frequently required to sit and use hands to type on computer. The employee is occasionally required to lift moderate heavy items. The vision requirements include close vision, distance vision, peripheral vision and ability to adjust focus.

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• Location: West Palm Beach

• Post ID: 65365467 westpalmbeach
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