Location

282 Convair Ave.
Chico, CA 95973

Description

Description

General Purpose

To assist in the supervision and development of call center employees

Essential Job Functions and Responsibilities

• Ability to work weekends providing leadership and management presence for the call center
• Assist in the coordination of weekend coverage to ensure optimal staffing
• Responsible for writing and delivering Performance Development Plans (PDP)
• Evaluate and document Inside Sales Representative (ISR) customer communication for thoroughness, professionalism, superior customer service and revenue results
• Increase ISR morale, motivation, and skill level through effective utilization of the PDP form
• Prepare and deliver formal feedback/disciplinary write-ups as needed
• Handle escalated problems as required in a timely manner
• Lead by example; remain highly visible on the call center floor, creating an environment conducive to selling and service
• Develop and enhance ISR product knowledge skills and OMC systems knowledge
• Foster a positive, successful, and professional work environment where employees choose to work and achieve their goals
• Make suggestions for inefficient processes, policies, and tools that hinder ISR productivity
• Perform other duties as assigned including taking customer calls as required
• Work weekend shifts as required,  days off may be Thursday and Friday
• Work overtime as required

Key Competencies

• Ability to coach and develop action plans which maximize performance and provide effective feedback
• Leadership skills
• Interpersonal skills - positive and friendly personality
• Communication skills - verbal and written
• Listening skills
• Problem analysis and problem-solving
• Attention to detail and accuracy
• Salesmanship
• Customer service orientation
• Adaptability
• Initiative
• Effective time management – multitasking
• Stress tolerance

 Education and Experience

• High school diploma, general education degree or equivalent
• 1 year call center sales experience, call center management experience preferred
• Knowledge of customer service principles and practices
• Ability to type, knowledge of relevant computer applications, such as Microsoft Office Suite

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