Call Center - Work At Home

[tam2005]

Job Title: Call Center Supervisor

Description:
Amcom Data Processing is seeking a qualified professional to take over the role of Call Center Manager. Amcom is a provider of Windows based software applications aimed at the convenience store and automotive repair shop industries, and this position has the responsiblity of helping Amcom achieve a high degree of customer service by triaging calls, analyzing performance metrics, and leading the department towards higher levels of excellence.

Our Service Philosophy:
Create the best experience for the customer by:
Owning the customer's call until a support representative takes ownership.
Communicating, communicating, communicating...keep them informed.
Put yourself in their place...how would you want your call managed?

Call Center Supervisor Responsbilities:
Efficient & Effective handling of calls.
Answering, prioritizing, and dispatching incoming calls.
Managing the call queue into our Customer Relationship Management (CRM) System.
Set customer's expectations and keep them informed.
Meeting KPIs (key performance indicators).
Meeting performance targets of quality and efficiency.
Understanding the calls and customers then prioritizing them.
Handling daily support issues.
Following processes, questioning or re-doing them when they do not work.
Ensuring customer satisfaction.
Data tracking of call center statistics.
Analyzing data and making recommendations to improve department.
Staffing department to ensure appropriate coverage during lunches, breaks.
Spot checking with customers to ensure they are satisfied with the service received.
CRM database entry/corrections.
Implementing initiative list (to do list/projects) during slow times.
Special Projects as needed.

Soft Skills:
The personality profile that we look for in a candidate include the following
Customer focused
Analytical abilities
Organized
Ability to prioritize
Excellent people skills
Ability to multi-task
Strong listening skills
Strong communication skills
Utilize common sense
Seeks to improve
Professionalism
Follow-through

Technical skills:
MS Word
MS Excel
General understanding of computers

Job Details:
Location: Telecommute
Type: Temp position with the possibility of full time permanent
Hours: 8:30AM EST - 5:30PM EST ·
Submit resume to: hr (at) amcom.biz. Please include "CM Position" in the subject line.

About Amcom (www.amcom.biz):
Amcom Data Processing was founded on April 1, 1973, and has been involved with the oil industry since 1978 with distributors and retail operations. The company currently has relationships with six major oil companies and specializes in the premiere software solutions for the Service Station industry.