Contact Center Team Overview
The Aspira Customer Service Center operates 24/7/365, providing inbound and outbound support for customer inquiries, reservations, purchases, and more, while adhering to company policies and contractual obligations.
Position Purpose and Impact
The Aspira Contact Center Supervisor oversees the daily operations of the customer service team, ensuring exceptional service delivery and performance. This role includes managing staff, handling escalated issues, optimizing workflows, and supporting cross-department collaboration. The supervisor is responsible for tracking key performance indicators (KPIs), managing staffing levels, and ensuring compliance with company processes and policies.
Contact Center Manager Responsibilities
- Lead daily contact center operations to meet or exceed goals, KPIs, and client satisfaction standards.
- Supervise and support customer service staff, including performance management, coaching, and scheduling.
- Monitor KPIs to optimize performance, manage call volume, and adjust workflows as needed.
- Handle escalated customer issues and maintain service quality.
- Provide phone support when necessary and maintain coaching proficiency.
- Manage staffing levels, including PTO requests and overtime, ensuring adequate coverage.
- Analyze historical data to identify performance improvement opportunities.
- Support department Standard Operating Procedures and ensure effective communication of changes.
- Maintain active communication with management regarding operational issues and concerns.
- Foster a positive team culture that reflects Aspira's values of teamwork, accountability, and professionalism.
- Ensure compliance with privacy, confidentiality, and regulatory standards.
- Motivate and support agents through regular feedback and communication to enhance team morale and performance.
- Improve the quality of results by recommending process changes or improvements based on performance analysis.
- Monitor and manage timecards and attendance, ensuring accurate reporting of hours worked and addressing any discrepancies or irregularities.
- Enforce department attendance policies to maintain consistent staffing levels and productivity.
- A flexible schedule is required, including evening or weekend hours, and remaining available as a support for business escalations or error resolution
Desired Qualifications
- Strong leadership and customer service skills.
- Professional and calm demeanor, with excellent listening and problem-solving abilities.
- Ability to manage workload effectively, both independently and as part of a team.
- Excellent communication skills, both verbal and written.
- Demonstrated experience in resolving customer issues and fostering a positive environment for both customers and staff.
- Attention to detail and commitment to delivering high-quality service.
- Ownership of tasks and accountability for outcomes.
Desired Education and Experience
- Associate’s degree in business or related field preferred.
- 1+ years of contact center supervisory experience, managing teams of 10-20 staff.
- 2+ years in a team lead or senior representative role, with experience in performance management and KPI oversight.
- 4+ years of inbound/outbound contact center experience, ideally in hospitality or the travel/reservation industry.
Desired Hardware and Software Competency
- Basic proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
- Familiarity with contact center software such as Amazon Connect and Verint is a plus.
- General internet and technology competency.
General Physical Demands
The below physical demands are representative of those required to successfully perform the essential functions of this job.
- Visual Acuity: Close visual acuity to read and analyze data on a computer monitor.
- Hearing Ability: Must be able to communicate effectively in person, over the phone, and through electronic media.
- Manual Dexterity: Operation of a phone, keyboard, mouse, and general office equipment.
- Repetitive Motion: Regular and consistent use of hands and fingers for typing, writing, and other computer-related tasks.
- Lifting and Carrying: Occasional lifting and carrying of office supplies and materials weighing up to 10 pounds.
- Sedentary Work and Body Position: The majority of work is performed while stationary or sitting at a desk or computer workstation. Prolonged periods of sitting and working on a computer are required. The ability to maintain the required body positions for extended periods, including sitting and using a computer is required. The ability to move within an office setting as well as departing and returning to a workstation punctually for assigned breaks periods is required.
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Last updated on Jan 30, 2025