Experienced Online Contact Center Supervisor – Customer Support and Team Leadership for arenaflex

Introduction to arenaflex

arenaflex is a leading organization in the private industry, dedicated to providing exceptional customer experiences and building strong relationships with its patrons. As a company that values innovation, teamwork, and customer satisfaction, arenaflex is seeking a highly skilled and motivated Online Contact Center Supervisor to join its team. This role is an exciting opportunity for a seasoned professional to lead and coach a team of customer support representatives, ensuring the delivery of top-notch service and contributing to the overall success and profitability of the contact center.

Job Overview

The Online Contact Center Supervisor will be responsible for leading and coaching a team of customer support representatives, ensuring that they provide first-class interactions with customers, build and maintain strong relationships, and deliver business products and services in a timely manner. The successful candidate will be self-motivated, able to inspire others, and possess excellent communication skills, both verbal and written. This role requires a strong leader who can effectively manage a team, drive engagement, and achieve key performance goals.

Key Responsibilities

• Action Oriented: Directly organize and supervise daily operations and activities of a contact center team to achieve key performance goals, including correct and timely handling of customer transactions, monitoring partner productivity and service levels, and ensuring proper partner scheduling.
• Drives Engagement: Support the building and growing of a high-performance team through training, coaching, and development, providing hands-on daily training to enhance and maintain team performance, and being directly responsible for performance management processes (evaluations, mentoring, corrective action, hiring) for direct reports.
• Drives Results: Maintain records for individual direct reports, analyze team results, troubleshoot operational issues, and complete team reviews as required, working with contact center managers to identify operational improvements and opportunities for contact center performance and interdepartmental partnership.
• Manages Conflict: Identify and analyze escalated issues, provide guidance to direct reports for resolution, serve as a point of escalation for transactions requiring advanced information or discernment to resolve complex customer issues, and ensure timely follow-up and customer satisfaction.

Direct Manager/Direct Reports

The Online Contact Center Supervisor will typically report to a Contact Center Manager and have 6+ direct reports. This role requires strong leadership and management skills, with the ability to motivate and inspire a team to achieve exceptional results.

Travel Requirements

No travel is required for this role, as it is a remote position. The successful candidate will be able to work from home, with the flexibility to manage their schedule and workload effectively.

Physical Requirements

Most of the time will be spent sitting in a comfortable position, with the occasional opportunity to move about. On rare occasions, there may be a need to move or lift light articles.

Working Conditions

The role is located in a comfortable indoor area, with any unpleasant conditions being rare and not objectionable.

Minimum Qualifications

• Must be 18 years of age or older.
• Must be legally authorized to work in the United States.

Preferred Qualifications

• Working knowledge of Microsoft Office Suite.
• Working knowledge of Tableau.
• Working knowledge of presentation software (e.g., Microsoft PowerPoint).
• Working knowledge of HRIS software (e.g., IBM Kenexa, PeopleFluent, Tesseract).
• 1+ year of previous management experience.

Minimum Education

The knowledge, skills, and abilities are usually acquired through the completion of a high school degree and/or GED.

Preferred Education

No additional education is required.

Minimum Years of Work Experience

1+ year of work experience is required.

Preferred Years of Work Experience

No additional years of experience are required.

Minimum Leadership Experience

No minimum leadership experience is required.

Preferred Leadership Experience

No preferred leadership experience is required.

Certifications

No certifications are required.

Competencies

• Action Oriented.
• Collaborates.
• Drives Engagement.
• Communicates Effectively.
• Customer Focus.
• Drives Results.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As an Online Contact Center Supervisor, you will have access to training and development programs, mentorship, and opportunities for advancement within the company. You will be part of a dynamic team that values innovation, teamwork, and customer satisfaction, and you will be encouraged to share your ideas and contribute to the company's success.

Work Environment and Company Culture

arenaflex is a company that values its employees and strives to create a positive and supportive work environment. We believe in fostering a culture of teamwork, respect, and open communication, and we are committed to providing our employees with the tools and resources they need to succeed. As an Online Contact Center Supervisor, you will be part of a team that is passionate about delivering exceptional customer experiences and making a positive impact on the company's success.

Compensation, Perks, and Benefits

arenaflex offers a competitive salary range of $16 to $20 per hour, as well as a range of perks and benefits, including opportunities for career advancement, training and development programs, and a supportive work environment. We believe in recognizing and rewarding our employees for their hard work and contributions to the company's success.

Conclusion

If you are a motivated and experienced professional looking for a challenging and rewarding role, we encourage you to apply for the Online Contact Center Supervisor position at arenaflex. This is an exciting opportunity to join a dynamic team and contribute to the company's success, while also developing your skills and advancing your career. Don't miss out on this opportunity to take your career to the next level and apply today!