Contact Center Sales & Service Supervisor - Frontier Communications

Contact Center Sales & Service Supervisor

At Frontier, seeing what's beyond the horizon is in our fiber. And we’ve been doing just that for over 80 years – connecting communities with emerging communications technology across the country. At Frontier, we’re transforming our business to break new ground and taking the digital revolution across the nation. We’re growing our team so you can join us in exploring and opening new frontiers. Here, you’ll have the opportunity to build a powerful foundation for America’s future and yours. See also Frontier’s California – Job Applicant Privacy Notice available at https://frontier-careers.com/california-applicant-privacy-notice/ 

What we’re seeking:

Frontier’s Contact Center Sales & Service Supervisor is responsible and accountable for supervising the center and remote Sales & Service Consultants to ensure that the Customer Contact Center’s vision and business objectives are met. Provide coaching, leadership, and direction to a team of consultants who are responsible for processing orders and handling requests from customers. The supervisor will be responsible to ensure Consultants deliver consistent performance that achieves the highest level of customer satisfaction and loyalty. In this in-person role, you will be required to report to 280 S. Locust St, Pomona, CA to complete your work responsibilities.

What we need in you:

In this role, you'll need a process improvement mindset to help reduce churn, drive revenue, reduce expense and improve the customer experience.  The Contact Center Sales & Supervisor will develop strategies and tactics to ensure their team reaches objectives in driving results and leading relationships.

What you’ll do:

• Assumes responsibility for creating and maintaining individual consultant development plans and routinely conducts performance reviews with each team member. Provides direction to subordinates on achieving specific objectives, including contributing to a quality customer experience that promotes customer loyalty, brand recognition, and revenue generation 
• Assumes responsibility for executing the Quality Performance Management Program by consistently conducting and assessing Representative interactions and transactions via recordings and observations utilizing call monitoring systems; delivers timely feedback to team members and monitors team member progress 
• Participates in calibration sessions directed by the training group to closely monitor adherence standards 
• Collaborates with a training group and Call Center Operations Management in monitoring consultant skill levels, team schedule adherence, attendance, and compliance with Center performance measures and metrics 
• Ensures that Representatives are appropriately trained, are following correct procedures, and maintain a high degree of quality 
• Works with other Center leaders and with the Call Center Operations Management team in managing daily work assignments and workflow 
• Monitors day-to-day quality and production goals; monitors and assists in managing the workload of the team; and reviews and coaches on the importance of availability, quality of performance, service level, and other Center objectives and goals 
• Analyzes daily performance activities, utilizing multiple reporting systems (e.g. Avaya, CCST, and others) and provide ongoing performance feedback 
• Reports system malfunctions or performance issues to the appropriate Call Center Operations management team 
• Addresses escalated calls and transactions from consultants by providing resolution 
• Performs requisite administrative tasks, including but not limited to preparing reports, reviews, and other necessary documentation 
• Maintains working knowledge of all systems 

To be a successful Contact Center Sales and Service Supervisor at Frontier, you will need the following: 

• Supervisory experience in a fast-paced environment. Retail or Call Center experience is preferred 
• Sales experience in a telemarketing or outbound call center environment 
• Exhibit “Delight the Customer” values, and ability to show passion for our customers 
• Strong Analytical skills to help review key performance indicators (Net Revenue, Revenue per Call), Repeat calls and First Call Resolution, NPS and Customer Satisfaction
• A desire for sales and achieving results  

What we offer:

Nothing is more important to our success than the team that built it. That’s why we provide benefits to keep you and your family well. Some of which we’re most proud to offer includes:

• Salary Range:  $42,000 to $123,000 
• 20 PTO (Paid Time Off) days + 10 paid holidays per year
• Day one medical, dental, vision and prescription drug plan
• 401k match of 50% on 6% of eligible compensation
• Same-sex spouse and domestic partner benefits coverage
• 10 weeks of paid parental leave, 3 weeks of paid caregiver leave and up to $10k in adoption program assistance

What background you should have:

• Minimum of three (3) years of customer service experience required 
• High School degree or GED required; College degree preferred 
• Flexibility in work schedule 
• Must be able to work in the office full-time 

Frontier salaries are estimated by third parties and may or may not reflect actual or total compensation. Please confirm with your recruiter. 

In our line of work, where making connections is paramount, fostering a culture of inclusion is fundamental to our values. We firmly believe in leveraging the strength of diversity to drive digital connectivity forward. If your background brings a unique perspective and value different from what we've outlined, we encourage you to apply and join us in our mission to #BuildGigabitAmerica.

Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

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