What's the difference between a job and a meaningful, rewarding career? The people you serve. When you work at Atria, you have a front-row seat to the amazing life stories of the wisest people on earth. What's more, you are part of an extraordinary company - one that's investing in the future of senior living by investing in you. Don't just do a job. Be part of an extraordinary life.
Atria is an equal opportunity employer committed to providing equal employment opportunities without regard to race, color, religion, sex (including pregnancy), sexual orientation, age, national origin, disability, genetic information, veteran status, or any other classification protected by applicable law. Atria will not tolerate harassment or discrimination based on any of these protected classifications.
The Contact Center Supervisor works closely with the Contact Center Manager to train, support, and motivate the Contact Center Specialist team. The Contact Center Supervisor supports the professional development of the Specialists while also ensuring that Contact Center goals, SLAs, & KPIs are met. This individual is responsible for ensuring every Specialist is prepared for their customer interactions, monitoring Specialists' progress, and providing them with ongoing coaching opportunities to ensure they meet and exceed performance expectations.
Ensure Contact Center Specialists understand and comply with all call center objectives, performance standards, and policies.
Hire, train, coach, mentor and prepare Contact Center Specialists to respond appropriately to inbound customer communication and troubleshoot problems.
Evaluate Contact Center Specialist performance, providing long-term and proactive learning and coaching opportunities, and motivating the Contact Center Specialists.
Perform regular contact center operational reviews including, but not limited to, daily lead flow review, audits to ensure data accuracy, weekly individual performance reviews, weekly call review sessions with each Contact Center Specialist, and live monitor calls 1 hour per day.
Act as a point of contact for the Contact Center Specialist Team.
Create and maintain department SOPs, and train team members on new procedures.
Prepare reports and analyze data to assist and inform management.
Manage Contact Center workflow and scheduling including, but not limited to, setting Contact Center schedule & ensure shifts are fulfilled, PTO tracking and approval, timesheet, and payroll monitoring.
Work with Call Center Manager and Customer Experience management team members to support Contact Center Specialists and maximize customer satisfaction.
Work on special projects as needed.
Execute performance reviews in accordance with Company expectations.
Work contact center call overflow and other activities as needed.
Identify operational challenges and suggest and implement improvements.
Work with leadership on performance concerns and deliver corrective action plans as needed.
Responsible for interviewing, hiring, training, developing, and evaluating assigned staff.
May perform other duties as needed and/or assigned.
High school diploma or equivalent required.
Minimum five (5) years of Contact Center Supervisor experience required.
Minimum two (2) years in a Supervisory role or experience providing coaching and feedback to team members.
Minimum one (1) year of consultative sales experience - direct, indirect, or suggestive.
Strong knowledge and understanding of the senior living industry.
Exceptional verbal and written communication skills.
Proficiency using technology, especially computers, software applications (including word processing, spreadsheets, and presentations), phone systems, and staff management applications.
Ability to maintain a sense of order while handling multiple tasks.
Excellent problem solving, leadership, and customer service skills.
Must be available to work nights, weekends, and holidays as needed.
Community Name: Atria Senior Living
Requisition ID: 2023-217940
Posting Community Location: Atria Support Center
External Company URL: https://www.atriacareers.com
Salary: Starting at $1.00 / hour
