Customer Support-Call Center Supervisor Campus Explorer

We're seeking Call Center Supervisor with customer service and/or sales experience looking to make a huge impact on our internet start-up call center. As the supervisor, you will be assigned with managing and driving productivity and top quality customer service in a primarily outbound call center. You will manage and mentor agents engaged in placing outbound calls to prospective college students to discuss their career plans and suggest colleges that suit their individual needs.

The ideal candidate must be motivated, creative, extremely fun and passionate about training and managing call center agents. You must be a stickler for providing top-level customer service and understand the importance of a great customer experience and the impact a call center has on a company's growth. This requires the ability to multi-task, have a passion for mentoring direct reports and have excellent communication skills with all levels of management. You must be metrics driven and understand the mechanics of call center analytics including ACD, IVR, disposition reports and quality assurance scoring.

This is an awesome position and the rewards are GREAT You will enjoy a casual environment, work with a team of people experienced in call center management and operations, gain killer internet start-up network contacts and have a fun time showing, sharing and honing your management skills. If this sounds appealing and the qualifications below describe you, APPLY ASAP

This is a full-time benefited position and requires working 40 hours per week with at least one weekend day available. Applicants with both weekend days will be given priority consideration This position reports directly to the Director of Customer Support Operations.

Minimum Qualifications:

- At least 3 years experience in high volume Customer Service / Sales Call Center environment
- At least 2 years experience as a manager or supervisor with at least 10 direct reports
- Outbound call center experience required
- Heavy quality assurance experience including KPI's, mentoring, training and testing methods
- Experience with running and analyzing call center reports including ACD , Live Chat, Quality Assurance and CRM productivity reports
- Intermediate to expert level experience with Excel including Pivot Tables
- Capable of effectively presenting information and responding to questions from all levels of management
- Ability to understand and interpret high level directives provided in oral or written form and interpret for direct reports
- Experience creating and refining scripts
- Exemplary coaching and mentoring skills
- Knowledge of escalated calls and de-escalations processes
- Experience or knowledge in lead generation or internet marketing a plus
- Internet Start-Up experience a plus
- BA/BS degree or equivalent experience required

Primary Duties Include:

- Become an expert on our call and operational processes including learning the fine details of our CRM software
- Mentor, coach, train and develop staff abilities in all phases of their jobs to ensure highest quality of service
- Make certain agents are sufficiently trained and competent to perform all aspects of their tasks and related functions
- Create, monitor and analyze outbound and inbound call, email and live-chat performance metric reports for a team of 10 to 40 agents and identify trends to assist in ensuring optimal performance level and objectives are met
- Create scripts, FAQ's and rebuttal documentation to increase agent productivity
- Suggest recommendations for policy, process and procedure changes as appropriate
- Plan, schedule and direct daily work flow of agents
- Assist director with staff performance reviews, monthly reviews, performance improvement plans and disciplinary action
- Also responsible for the maintenance, compliance and implantation of the standardize call center processes through heavy quality assurance
- Create weekly coverage schedules for agents
- Be responsible for creating amusing and innovative training and learning methods for veteran and new agents

Location:	1825 Stanford Street Santa Monica, CA 90404 United States