Overview:
Highlight is seeking a Contact Center Supervisor with exemplary customer service experience. In this role, you will lead a team of contact center agents providing Tiers 1, 2 and 3 support. We are looking for a detail-oriented and a highly organized multi-tasker, with the ability to convey confident and decisive messages in a fast-paced and goal-driven environment.
Responsibilities:
- Oversee the daily operations of the call center and employees.
- Ensure an exceptional quality customer experience.
- Perform regular evaluations of Contact Center Agent effectiveness
- Lead Coaching and training of Contact Center Agent Representatives
- Review calls to ensure Contact Center Agent Representatives and are following providing accurate information in a professional manner
Qualifications:
- 5 years of contact center support, with at least 1 year in a supervisory role in a contact center
- Bachelors Degree preferred
- Exceptional customer service skills
- Ability to lead in a fast past environment
- Previous experience improving overall customer satisfaction
- Proficiency using a computer and Microsoft Office applications (Excel, Word & PowerPoint); to include a minimum of intermediate Excel skills.
- Ability to pass a background check
About Highlight:
For over ten years, Highlight has provided Development and Modernization, Secure IT, and Mission Solution services to our federal government customers. Our team knows the technology; we understand how our customers and their stakeholders work; and we know how to implement industry best practices to deliver high-quality, end-to-end solutions that minimize risk and maximize results.
Since our inception, Highlight has had an employee-first mindset. Our mission is to provide employees with rewarding and impactful career opportunities. In 2021, Highlight’s founder, Rebecca Andino, implemented an Employee Stock Ownership Plan to embody and expand our culture of transparency, teamwork and rewarding the work of our employees. By becoming an ESOP, our employee-owners share in the success of the company through their ownership stake. To learn more about ESOPS, check out: www.esopinfo.org.
We’re an Equal Opportunity Employer (EOE) that empowers our people to fearlessly drive change - regardless of their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, or other characteristics. Our team is dedicated to foster diversity within our teams to promote creativity, innovation, and teamwork to deliver the best solutions for our customers.
To receive compensation and benefits information for this role, contact us or email us at Recruiting@HighlightTech.com Please include the Req ID (this is at the top of the posting under the position title) in the subject line of the email.
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