Seasonal Contact Center Supervisor
About Harte-Hanks: If you’re looking for a career where teamwork combines with excellence, where innovations blend with creative thinking, and support for career enhancements is inherent, then we want your Insight, Passion and Results as a Seasonal Contact Center Supervisor with Harte-Hanks Direct Marketing in Shawnee, KS. We provide state-of-the-art lead processing, customer care and management via a variety of channels, from web-based solutions to more traditional teleservice, for businesses ranging from computer hardware and software manufacturers to financial services companies. Position Summary: As a key member of the Contact Center, you will be responsible for supervising and leading assigned account team(s) of inbound agents including staffing, performance management, reporting, counseling, and maintaining account quality. We have various positions available to support our seasonal growth between August 2012 and December 2012. Solid performers will have an opportunity to turn their seasonal position into an ongoing position. Experience in the healthcare industry is a big plus. Essential Functions and Responsibilities: Supervise agent personnel including: hiring, monitoring and evaluating performance, and initiating corrective or disciplinary actions Track and measure individual and team productivity and quality results Drive improvements in overall service levels, transactional efficiencies & cost management Provide assistance and/or on-the-job training Analyze, summarize and/or reviews data; report findings, interprets results and/or make recommendations Ensure adherence to company policies Manage and motivate call center staff to meet performance goals Analyze and verify agent knowledge level Required Experience and Skills: · Thorough knowledge of contact center operations · Previous experience with managing people · Understanding and ability to execute inbound programs to ensure service levels and financial objectives are met · Demonstrated ability to interact with peers, senior management and other departments in a professional manner · Strong organizational, leadership and interpersonal management skills · Demonstrated communication skills both written and verbal · Must be able to foster a positive and productive work environment, with ability to lead, build teams, and motivate staff · Ability to work in a dynamic fast paced atmosphere · Ability to coordinate activities or tasks of people and groups · Ability to maintain confidentiality · Demonstrate ability to make a decision by using logic to identify key facts, explore alternatives and propose quality solutions · Demonstrate ability to communicate information and ideas clearly, and concisely, in writing and verbally · Ability to take instructions from management and ensure follow up · Solid understanding of computer basics (Windows, Operating Systems and the Internet) · Proficiency with Microsoft Office 2007 Suite Products · Ability to speak, read & write in English Compensation and Benefits: Harte-Hanks offers attractive compensation plans along with a comprehensive benefits offering including: Medical, Dental, Life, PTO, 401k, Flexible Spending Accounts, Disability, Educational Assistance and Employee Referral Bonus plans. Harte-Hanks is respected as an employer of choice due to our numerous career opportunities, our highly talented team members, our world-class reputation, and our impressive client portfolio. If the fit is right, consider bringing your talents to our team! Note: The information listed above is intended to describe the general nature and level of this position. Essential functions and responsibilities may change as business needs require. Harte-Hanks is an EEO/AA Employer
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