Contact Center Supervisor

Convention Data Services (CDS), a Freeman Company, is the trusted partner in the live events industry for conference event registration, business intelligence, and lead management servicing top show organizers worldwide. Headquartered in Bourne, MA (Cape Cod), CDS has been providing customized applications and support services for more than 30 years. Position Summary
We are seeking a Contact Center Supervisor to oversee the daily operations of the Contact Center consisting of phone/email /chat agents.
This is a hybrid work arrangement. Must be able to commute to the Bourne, MA office weekly.
Essential Functions

• Supervise contact center team of agents to ensure productivity, quality, and adherence to policies and procedures.
• Provide ongoing coaching, mentoring, training, and development; in conjunction with department manager, prepare and participate in performance reviews.
• Analyze tasks and work volumes for staff and project planning for contact center projects
• Participate in hiring staff, make staffing recommendations and oversee staff scheduling for optimal coverage.
• Assist manager with department schedule/payroll approvals
• Supervise performance, providing immediate feedback to staff.
• Act as liaison with clients for Contact Center issues and setup of new event accounts
• Coordinate departmental responsibilities with the appropriate staff to ensure client deadlines and expectations are consistently met.
• Assist and manage knowledge of data entry processes and procedures
• Ensure internal turn around standards are met for phone, email, data entry and CHAT
• Attend all event-specific and company meetings
• May perform coordinator duties for assigned events
• Plan, coordinate and provide follow up for agent monthly team meetings
• Work with Sr Coordinator to review/update agent training documents.
• Create and implement a call /email/chat monitoring program to identify and assist with staff development needs.
• Assist with using phone technology for collecting phone data and reporting
• Support department manager with managing assigned events and problem solving responsibilities.

Qualifications

• Must have demonstrated leadership, organizational, customer service skills, as well as attention to detail and problem-solving skills.
• Ability to inspire and empower the team to build positive relationships with the team and customers.
• Must have the interpersonal skills required to interact with clients, event managers, and others at all management levels.
• Must be able to handle stressful situations and multiple tasks simultaneously and perform within tight time constraints.
• Strong technical skills are required, including proficiency in MS Office, telephony software and JIRA.

Education/Experience

• Four-year college degree, or equivalent experience
• A minimum of two years supervisory experience is required.
• Training and supervision in a call center environment experience is a plus.

It Pays to Work Here
We take a comprehensive approach to compensation at CDS, which includes:

• Profit-Sharing
• Flexible PTO policy

• Retirement Plan Matching
• Generous Parental leave
• Comprehensive health plans
• Training and professional development

Other details

• Pay Type Salary