Call Center Supervisor

· State of, Massachusetts
Employment Type FT
Minimum Experience Mid-level

Call Center Supervisor


The Role

  • As an Inside Sales Supervisor, you will be responsible for managing inbound sales calls and day to day operations
  • You will ensure technology is utilized by the sales agents to meet performance and service levels.
  • The successful candidate will be able to analyze data to drive team performance and achieve results.

 

The Company


  • Triton Technologies is an outsourced customer support firm. Our agents take customer service and sales calls for a number of brands/products.
  • Since 2001, Triton Technologies has been an industry leader in tele-services.
  • Not just a call center, not just sales. We are a technology company with both call centers and remote agents across the country.
  • We partner with reputable brand clients and deliver a well-connected customer experience.


Responsibilities


  • Conduct daily team meetings and coaching forms
  • Coach live sales calls to maximize performance
  • Evaluate performance with key metrics and provide one on one coaching with sales agents as a team or one on one
  • Collect and analyze team data to prepare reports for the shift and upper management
  • Ensure adequate staffing levels to limit call abandonment and maximize efficiency
  • Train agents on new programs
  • Review sales goals with sales agents and ensure they know where to find their reports and stats
  • Handle all corrective action for your agents in the areas of attendance, availability, compliance, and overall sales performance


 Qualifications


  • Minimum one-year supervisor experience 
  • Minimum two years call center experience required
  • Minimum two-year sales experience required
  • Virtual Call Center experience strongly preferred
  • Customer Service Experience Required
  • High School Diploma, GED, or equivalent required
  • Proven problem-solving ability
  • Able to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
  • Understanding of reporting and experience in basic analysis
  • Proficiency with technology, especially computers, software applications, and phone systems
  • Sales closing ability as you will be coaching, training, and taking over calls


 


 


Triton Technologies is an equal opportunity employer and welcomes diversity. Candidates must be able to pass a pre-employment background screening and drug test. 


 

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  • Location
    State of, Massachusetts
  • Employment Type
    FT
  • Minimum Experience
    Mid-level