Job Title: Production Supervisor
Position reports to: Director, Call Center Operations
Location: Lacey, WA
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.
This position requires an initial one to two month training period working out of our Redmond, WA office. When our new call center in Lacey, WA is opened in early 2010, this position will be based out the Lacey office.
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: Lacey
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