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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and supervisory skills in managing a team, with a focus on performance evaluation and coaching to meet client standards. Proficient in communication and problem-solving within a fast-paced call center environment.
Highest-signal resume keywords
Team SupervisionPerformance EvaluationCustomer Escalation ResolutionMicrosoft Office ProficiencyAnalytical Problem-Solving
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance TrackingAction Plan ImplementationKPI MonitoringCustomer ServiceSales Experience
Soft Skills
Excellent Communication SkillsOrganizational SkillsInterpersonal SkillsMultitasking AbilityDependability
Tools & Technologies
Microsoft WordMicrosoft ExcelMicrosoft PowerPointMicrosoft Outlook
Industry Keywords
Call Center ExperienceAssociate TrainingClient StandardsFast Paced EnvironmentSchedule Flexibility
About the role
Key responsibilities & impact- Supervise and manage a team of associates daily
- Coach and teach associates to meet or exceed Everise and client standards
- Monitor, track and evaluate associate performance using predetermined KPIs
- Provide personal feedback to associates
- Maintain a constant presence on the production floor and interact with associates
- Ensure systems are functioning properly and associates remain engaged in productive work
- Create and implement written action plans for underperforming associates
- Resolve customer escalations
- Communicate between contact center management, client and associates
- Participate in associate selection and interviewing
- Provide on-the-job or up-training as needed
Requirements
What you’ll need- Bachelor’s degree in related field from a four-year college or university or 1 year experience in customer service or sales or equivalent combination of education and experience
- Previous call center experience preferred
- Prior supervisory or leadership experience preferred
- Proficiency with Microsoft Word, Excel, PowerPoint and Outlook
- Excellent oral and written communication skills
- Strong organizational and interpersonal skills
- Schedule flexibility
- Analytical and problem-solving skills
- Strong ability to multitask
- Ability to function in a fast paced environment
- Dependability regarding completion of assignments and attendance
- Ability to pass a drug screen and background check
Benefits
Comp & perks- Robust work at home program
- People-first culture
- Diversity and inclusion
- Employee recognition and Best Place to Work awards
- Global work environment
- On-the-job or up-training opportunities