Company Overview C3 is a global provider of contact center services for corporations who view customer care as a strong component of their growth and brand development strategies. C3 builds solid partnerships with its clients based on mutually determined business objectives. Our service offerings include; contact center services, web services, data analysis, back office solutions and consulting services. Although C3 is a global organization, the company prides itself on delivering boutique level client service aboard a foundation of operationally and technologically sound practices on par with any of the other leading providers in the industry. Consistency across our centers, regardless of geography, is at the core of our operating philosophy.
Position Purpose: The Supervisor is responsible for the daily supervision and management of a team of associates. The Supervisor’s primary role is that of coach and teacher to ensure that the agent meets or exceeds the standards set forth by C3 and the client.
Monitor, track and evaluate associate performance based upon pre-determined Key Performance Indicators (KPI’s) and provide personal feedback to associate to ensure all goals are met and C3 standards are adhered to
Be the constant presence on the production floor and actively interact with associates to ensure that they are engaged in productive work and systems are functioning properly
Ensure that underperforming associates meet client expectations through the creation and implementation of written action plans
Resolve customer escalations
Responsible for communication between contact center management, client and associate
Participate in associate selection and interviewing process
Provide on-the-job or up-training as necessary to enable associates to meet C3 and client expectations
Bachelor’s degree in related field from a four-year college or university or 1 year experience in customer service or sales or equivalent combination of education and experience
Previous call center experience preferred
Prior supervisory or leadership experience preferred
Proficiency with various Windows programs, including Microsoft Word, Excel, PowerPoint and Outlook
Excellent oral and written communication skills
Strong organizational and interpersonal skills
Analytical and problem-solving skills
Strong ability to multitask
Ability to function in a fast paced environment
Dependability regarding completion of assignments and attendance
Ability to pass a drug screen and background check
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you. Become a FAN today, and be on your way to a rewarding career!
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