Call Center Operations Supervisor

LocationNY - BUFFALO

Come grow your Call Center Career with ActionLink!

We are seeking a Call Center Operations Supervisor to support our client, Sony®, and theirCall Center Operations Division that spans consumer electronic customers throughout the U.S., Canada, and Latin America.

This individual will provide world class customer support and assist in achieving client business goals through effective supervision, process improvement, and coaching of the frontline call center operations.Working in a fast evolving environment, this role contributes to planning, executing, and ensuring the success of key initiatives and action plans while managing the team regarding technical/operational inquiries and exceptional service driven by established goals and KPIs. This role is a steward of the Sony customer experience and brand.

ActionLink Offers:

• Fully Remote Work

• $30.00 Hourly Pay Range

• Full Time Schedule - Monday through Friday 8:30am - 5pm

• Benefits - Medical, Dental, Vision, Prescription, Life, 401(k), Paid Time Off, & more

• Opportunities for career growth and advancement

Position Duties:

• Oversee daily operations and quality support of the front line and back office operations

• Work closely with client business unit liaisons and consumer electronics division management to ensure the business direction is implemented

• Develop and implement tactical action plans, such as service levels, average speed of response, handle time, and NPS/CSAT

• Monitor and respond to inquiries, issues, and escalations from the front line and back office operations

• Monitor and respond to customer NPS ratings and comments from multiple survey channels

• Review agent scripts, calls, and work results

• Incorporate and operationalize projects and initiatives

• Track and analyze progress toward KPI goals

• Facilitate weekly business reviews

Position Qualifications:

• Bachelor’s Degree is required or equivalent.

• 2 to 5 years of call center or related online sales support experience, including supervisory experience

• Experience creating and implementing satisfaction surveys and other procedure improvement initiatives

• Experience with Salesforce CRM preferred

• Electronics background is a plus

• Self-sufficient and results driven

• Knowledge of quality control initiatives

• Strong organizational, time management, and attention to detail skills

• Strong relationship building skills to partner with call center vendors and cross functional teams

• Strong interpersonal communication skills including verbal, written, and presentation

• Proficient Microsoft Office skills, including Excel, PowerPoint, Visio, and Microsoft Teams

• Must have smartphone and dedicated home office space with high-speed internet connectivity

Equal Opportunity Employer