Team Supervisor – Call Center

Team Supervisor ? Call Center

PFP, the nation's largest distributor of individual insurance products seeks a Team Supervisor for our Call Center. This is a great career opportunity to join a highly successful, fast growing, established company that has been in business for over 30 years!

We provide an entrepreneurial environment where there is a direct relationship between your income and your success. Our positive, friendly atmosphere motivates and fosters growth. PFP recognizes your hard work and rewards you for your success! The opportunities to advance at PFP are limitless because we promote from within. We give you all the resources you need to succeed and exceed your goals!

The Team Supervisor will be an integral member of the PFP team by providing front line leadership to a staff of call center agents. This position is responsible for coaching, motivating and developing call center agents, ensuring that all customer questions/problems/concerns are handled in an accurate and professional manner. The successful supervisor will implement and keep employees up to date on new procedures as well as drive productivity levels, ensuring quality compliance to our service. The Team Supervisor will also personally resolve complex client issues and/or take calls when needed.

Primary responsibilities include:
Directly supervises a team of call center agents
Provide and document performance feedback through side-by-side coaching, performance reviews and goal setting, and deficiency management
Appropriately address human resources issues, such as attendance and interpersonal conflicts in the workplace; consult Department Manager and/or Human Resources for guidance as needed
Participate in the interviewing process and make hiring recommendations
Improve customer satisfaction by monitoring, giving feedback, and improving call quality
Increase effectiveness of call monitoring by calibrating with the quality department
Control cost by managing staff to budgeted headcount and adjusting as volume dictates
Utilize reporting to manage improvements in individual, team and queue performance
Manage change through effective communication support of change
Accept change by demonstrating a positive attitude when change occurs
Take calls and handle escalated customer issues as needed
Support the call center by participating in cross-functional meetings to give input on improvements opportunities
Support and communicate business goals, quality standards, processes and procedures, and policies
Administer motivational programs that include incentives, contests, and team performance programs

To be considered, candidates must posses the following:
BS/BA in Business/Operations Management preferred
2+ years previous supervisory experience required (call center preferred)
Demonstrated ability to lead, coach, and develop effective teams
Results oriented with ability to manage change while creating a positive environment
Project management experiences a plus
Proficiency in Microsoft Office, call center applications, workforce applications, quality monitoring tools and applications, and center reporting tools and technologies
Thorough knowledge of inbound call center operations
Outsourcing experiences a plus
Flexibility to work long and irregular hours

We encourage you to take a closer look at our company by visiting our website at www.pfpservices.com You may fax your resume to (203) 795-4177 or email us at HR@pfpservices.com
Please include salary requirements.

PFP is an Affirmative Action/Equal Opportunity Employer