Contact Center Sales & Service SupervisorAt Frontier, seeing what's beyond the horizon is in our fiber. And we've been doing just that for over 80 years – connecting communities with emerging communications technology across the country. At Frontier, we're transforming our business to break new ground and taking the digital revolution across the nation. We've invested over $1.6B to roll out fiber-fast internet to 10m+ homes by 2025. We're growing our team so you can join us in exploring and opening new frontiers. Here, you'll have the opportunity to build a powerful foundation for America's future and yours.See also Frontier's California – Job Applicant Privacy Notice available at https://frontier-careers.com/california-applicant-privacy-notice/What we're seeking:Frontier's Contact Center Sales & Service Supervisor is responsible and accountable for supervising the center and remote 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 280 S. Locust St, Pomona, CA to complete your work responsibilities.What we need in you:In this role, you'll need a process improvement mindset to help reduce churn, drive revenue, reduce expense and improve the customer experience. The Contact Center Sales & Supervisor will develop strategies and tactics to ensure their team reaches objectives in driving results and leading relationships.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 generationAssumes 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 progressParticipates in calibration sessions directed by the training group to closely monitor adherence standardsCollaborates 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 metricsEnsures that Representatives are appropriately trained, are following correct procedures, and maintain a high degree of qualityWorks with other Center leaders and with the Call Center Operations Management team in managing daily work assignments and workflowMonitors 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 goalsAnalyzes daily performance activities, utilizing multiple reporting systems (e.g. Avaya, CCST, and others) and provide ongoing performance feedbackReports system malfunctions or performance issues to the appropriate Call Center Operations management teamAddresses escalated calls and transactions from consultants by providing resolutionPerforms requisite administrative tasks, including but not limited to preparing reports, reviews, and other necessary documentationMaintains working knowledge of all systemsTo 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 preferredSales experience in a telemarketing or outbound call center environmentExhibit "Delight the Customer" values, and ability to show passion for our customersStrong Analytical skills to help review key performance indicators (Net Revenue, Revenue per Call),Repeat calls and First Call Resolution,NPS and Customer SatisfactionA desire for sales and achieving resultsWhat 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 includes:Salary Range: $42,000 to $123,00020 PTO (Paid Time Off) days + 10 paid holidays per yearDay one medical, dental, vision and prescription drug plan401k match of 50% on 6% of eligible compensationSame-sex spouse and domestic partner benefits coverage10 weeks of paid parental leave, 3 weeks of paid caregiver leave and up to $10k in adoption program assistanceWhat background you should have:Minimum of three (3) years of customer service experience requiredHigh School degree or GED required; College degree preferredFlexibility in work scheduleMust be able to work in the office full-timeFrontier 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.RSRFTR
