AUD Talent

  • Supervisor Telemarketing- YHN

    Job Locations US-NJ-Somerset
    Posted Date 1 week ago(1 week ago)
    Job System ID
    2018-6271
  • Overview

    The YourHearingNetwork (YHN) Supervisor of Telemarketing – Sales Center will provide leadership, supervision and development to hourly Telemarketing – Sales Center employees to ensure they have the knowledge and skills to perform the job in accordance with the company’s mission, vision, and departmental objectives are met while striving to improve communication between customers and YHN.

    Responsibilities

    • Manage client accounts to ensure positive customer relations in order to meet established service level agreements.
    • Assist Call Center Director with the staffing, scheduling, training, skill development, supervision and coordination of all Sales Telemarketing Representatives and provide customer follow-up by phone, e-mail, or letter to ensure customer satisfaction.
    • Responsibility with interviewing, hiring, training employees, planning, assigning, and directing work, daily review of employee.
    • Conduct performance management through coaching and disciplining employees, addressing complaints and resolving concerns.
    • Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
    • Promote a positive work environment and excellent teamwork to ensure efficiency and accuracy of work.
    • Review Cisco Agent phone system dashboard, and daily production reports to monitor productivity and expectations of telemarketing representatives.
    • Ensure adequate phone coverage for the Telemarketing Sales Center and communicate any IT issues promptly.
    • Assist with investigating and follow-up with customer complaints from start to finish.
    • Maintain daily workflow for inbound and outbound transactions.
    • Audit and review work quality with operators; identify training issues and performance issues.
    • Generate call center reports listing operator statistics. Monitor and address performance/compliance issues.
    • Assist Call Center Director with all questions and discrepancies with order processing or workflow issues, as well as, logging problems and implementing improvements.
    • Perform Telemarketing duties as needed.
    • Perform other duties as directed by Sr. Management.

    Qualifications

    • Bachelor’s Degree preferred but not required; in lieu of degree, three to five years related experience and/or training or equivalent combination of education and experience.
    • Minimum of 5 + years of supervision or management experience in a Customer Service or Call Center environment preferred.
    • Minimum of 3+ years as a customer service or call center representative. Must possess excellent interpersonal, communication, and organizational skills.
    • Must possess the ability to lead and motivate team members, strong problem solving skills and work independently. Good computer knowledge, MS Office (Outlook, Excel, Word).

    Key Job Competencies:

    • Communication Proficiency
    • Technical Capacity
    • Leadership
    • Teamwork Orientation
    • Performance Management
    • Results Driven

    Hearing Life is an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, sex, national origin, disability, or protected veteran status.

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