Call Center Online Supervisor
As the largest pure-play fiber provider in the U.S., we deliver blazing-fast broadband connectivity that unlocks the potential of millions of consumers and businesses. As a Frontier employee, you will be part of our purpose of Building Gigabit America—creating the digital infrastructure that the country needs to thrive today and into the next century. Join us!
What we're seeking:
Frontier's Contact Center Sales & Service Supervisor is responsible and accountable for supervising in the center Sales & Service Consultants to ensure that the Customer Contact Center's vision and business objectives are met. Provide coaching, leadership, and direction to a team of consultants who are responsible for processing orders and handling requests from customers. The supervisor will be responsible to ensure Consultants deliver consistent performance that achieves the highest level of customer satisfaction and loyalty.
In this in-person role, you will be required to report to our New London, CT, work location to complete your work responsibilities.
What we need in you:
Supervisory experience in a fast-paced environment. Retail or Call Center experience is preferred.
Sales experience in a telemarketing or outbound call center environment
Exhibit "Delight the Customer" values, and ability to show passion for our customers
Strong Analytical skills and ability to review key performance indicators (Net Revenue, Revenue per Call)
A passion for sales and achieving results
What you'll do:
Assumes responsibility for creating and maintaining individual consultant development plans and routinely conducts performance reviews with each team member. Provides direction to subordinates on achieving specific objectives, including contributing to a quality customer experience that promotes customer loyalty, brand recognition, and revenue generation
Assumes responsibility for executing the Quality Performance Management Program by consistently conducting and assessing Representative interactions and transactions via recordings and observations utilizing call monitoring systems; delivers timely feedback to team members and monitors team member progress
Participates in calibration sessions directed by the training group to closely monitor adherence standards
Collaborates with a training group and Call Center Operations Management in monitoring consultant skill levels, team schedule adherence, attendance, and compliance with Center performance measures and metrics
Ensures that Representatives are appropriately trained, are following correct procedures, and maintain a high degree of quality
Works with other Center leaders and with the Call Center Operations Management team in managing daily work assignments and workflow
Monitors day-to-day quality and production goals; monitors and assists in managing the workload of the team; and reviews and coaches on the importance of availability, quality of performance, service level, and other Center objectives and goals
Analyzes daily performance activities, utilizing multiple reporting systems (e.g. Avaya, CCST, and others) and provide ongoing performance feedback
Reports system malfunctions or performance issues to the appropriate Call Center Operations management team
Addresses escalated calls and transactions from consultants by providing resolution
Performs requisite administrative tasks, including but not limited to preparing reports, reviews, and other necessary documentation
Maintains working knowledge of all systems
What we offer:
Nothing is more important to our success than the team that built it. That's why we provide benefits to keep you and your family well. Some of which we're most proud to offer include:
Salary Range: $55,000 - $155,000
20 PTO (Paid Time Off) days + 10 paid holidays per year
Day one medical, dental, vision, and prescription drug plan
401k match of 50% on 6% of eligible compensation
Same-sex spouse and domestic partner benefits coverage
10 weeks of paid parental leave, 3 weeks of paid caregiver leave, and up to $10k in adoption program assistance
To be a successful Contact Center Sales and Service Supervisor at Frontier, you will need the following:
Supervisory experience in a fast-paced environment. Retail or Call Center experience is preferred
Sales experience in a telemarketing or outbound call center environment
Exhibit "Delight the Customer" values, and ability to show passion for our customers
Strong Analytical skills to help review key performance indicators (Net Revenue, Revenue per Call)
A desire for sales and achieving results
What background you should have:
Minimum of three (3) years of customer service experience required
High School degree or GED required; College degree preferred
Flexibility in work schedule
Frontier salaries are estimated by third parties and may or may not reflect actual or total compensation. Please confirm with your recruiter.
In our line of work, where making connections is paramount, fostering a culture of inclusion is fundamental to our values. We firmly believe in leveraging the strength of diversity to drive digital connectivity forward. If your background brings a unique perspective and value different from what we've outlined, we encourage you to apply and join us in our mission to #BuildGigabitAmerica.
Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.
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