CSG Openline (www.csgopenline.com) delivers scalable channel partner communication and relationship management services, focused on turning channel partnerships into revenue-generating opportunities for our clients. We help high technology businesses communicate with their distributors, value-added resellers, and systems integrators to: increase revenues from indirect channels, achieve greater channel partner satisfaction, and increase partner populations.
Position Summary:
The Production Supervisor will support both client services and call center operation departments to ensure that quality and excellence are delivered by our agent teams.
Essential Functions:
- Directly supervise a team of call center agents, this includes but is not limited to rewarding and recognizing employees, hiring new employees, writing performance appraisals/development plans, and managing corrective action for employee performance, attendance, and behavioral issues
- Project support includes scheduling, coordination of on-site client meetings, training, reporting, participate on project calls, and provide direct project support to the Program Management Team
- Work with internal teams to ensure smooth operations in support of effective service delivery by the agent team
- Provide regular and accurate productivity reports and agent team results (daily, weekly and/or monthly) to Project Managers and other internal stakeholders
- Assist in the training of all agent team members and ensure on-going enhancement of agent skills through daily agent development and mentoring
- Partner with QA and Program Manager to regularly monitor the quality of customer service delivery.
Required Qualifications:
- 2+ years call center Team Lead or Supervisor experience; preferably in an outbound call center
- 2+ years customer service / project management experience; preferably in a service- based or high tech organization
- Proficiency with MS-Office tools including, but not limited to Word, Excel (strong Pivot Table experience required) and Access.
- Bachelors Degree, or equivalent combination of work experience and education
To Apply
Please email your resume to webhr@csgopenline.com. For more information about our company, visit our website at www.csgopenline.com.
- Location: Redmond
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- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.