• Sales and Customer Service Supervisor

    Job Locations US-TX-Irving
    Posted Date 4 weeks ago(3/27/2019 5:28 PM)
    # of Openings
    Sales Management
  • Overview

    Job Summary

    EFG Companies is looking for a Sales and Customer Service Supervisor to work in a fast-paced, entrepreneurial, team-oriented environment. You will be responsible for managing the daily activities of the contact center to achieve the key performance metrics (KPMs) set forth according to the needs of the company and develop innovative approaches and ideas to improve current procedures/practices to increase efficiency and revenue.


     Job Duties

    • Communicate direction and provide guidance to customer advisors to ensure consistent achievement of KPMs.
    • Responsible for handling employee relation matters, including recruiting, hiring, training, coaching, monitoring, identifying performance gaps, and ensuring disciplinary action is recommended timely .
    • Intercede on complex customer issues for quick resolution.
    • Manage work scheduling and staffing levels to accommodate KPMs.
    • Monitor calls to assure technical accuracy, customer satisfaction and compliance with policies and procedures.
    • Achieve KPMs on a daily, weekly and monthly basis.
    • Maintain the customer service center of excellence annual certification awarded by Benchmark Portal.
    • Analyze activity and devise solutions to improve KPMs, customer experience and company profitability.


    Job Qualifications/Skills

    • Bachelor’s degree and/or 7 to 10 years of work experience in call center management with a minimum of 3 years of supervisory experience managing customer advocacy or sales service teams
    • Strong verbal and written communication skills coupled with strong interpersonal skills to build effective working relationships
    • Goal and detail-oriented
    • Strong planning, organizing and time management skills
    • Excellent problem-solving and sound decision-making skills
    • Ability to remain level-headed under tight time constraints
    • Ability to inspire, support and motivate
    • Proficient in relevant computer applications (MS Office and telephone systems)
    • Advanced experience in Excel is required

    Key Attributes

    • Previous supervisory experience
    • Effective communicator and good listener
    • Outgoing, energetic attitude
    • Problem Solver
    • Team player
    • Multi-tasker
    • Stress tolerant


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