Company: The Results Companies
Posted on: May 19, 2019
Headquartered in Fort Lauderdale, FL, The Results Companies is a
privately held company which is majority owned by One Equity
Partners, a Private Equity Firm, and Results' management. Results
operates 26 contact centers throughout the United States, Latin
America, and the Philippines. Results' Network Operating Center is
co-located in the Atlanta Telx building, with full redundancy in
our Provo, UT contact center location. For over 26 years we have
served as a premier global customer experience provider for many
Fortune 500 companies and uniquely designed, built and operated
award-winning contact centers that have set the standard for
innovative customer-focused contact solutions. Entrusted with over
46,000,000 relationships a year, our success and proven ability to
respond to our Partner's growth has enabled us to expand our global
footprint. With over 20,000 employees across the globe, The Results
Companies' expertise extends beyond call centers. We're experts in
representatives, analytical technologies, brand fulfillment and
creating strategic advantages for our Partners.
Description of Service Lines: Results' current client portfolio
consists of 82 Partners across various industries inclusive of the
--- Wireless Telecommunications
--- Financial Services
--- Subscriber Based Entertainment
--- Tax Services
Our vision is to be the premier global Customer Experience Provider
for Fortune 500 companies; to become the benchmark for brand
advocacy and service excellence and the transparent provider of
choice for customers around the world.
Driven by our "expect greater" commitment to our customers and
communities, we aspire to exceed expectations through the
brilliance and unyielding passion of our people.
The Company is an equal opportunity and affirmative action employer
and will consider all qualified applicants without regard to race,
color, religion, national origin, sex, sexual orientation, gender
identity, age, disability, veteran status or any other protected
factors under federal, state or local law.
The Supervisor provides World-class support to the Call Center
Agents and our clients' customers, as well as consistently driving
to exceed performance targets. The supervisor supports and develops
RAs by providing and delivering a Best-In-Class level of coaching
in areas of call center performance, customer service, technology,
and professional development.
Duties and Responsibilities
Directly manage team of 10 or more agents, including the provision
of significant input on hiring, appropriate discipline, discharge,
and insuring accuracy of inputs regarding payroll
documentationIdentify, Prioritize and Coach agent development
Directly manage team of 10 or more agents
Documents account resolutions, issues, and general notes.
Assists agents with functionality and basic troubleshooting of
product or account issues for the customers
Maintains target levels of performance required by the client
Maintains up-to-date level of product and procedural knowledge by
being attentive to and acting upon information advised in email
updates, team meetings, trainings and other briefings.
Provide appropriate motivational techniques to promote team
building and to increase team and Call Center morale.
Helps maintain a good team and working environment
Multitask, listen, input data, probes, and proves solutions to the
Ensure that all Agent reference materials are up to date.
Undertakes duties of a general nature or additional tasks as
business requires from time to time
Conduct mandatory phone call monitoring and desk-side coaching to
ensure that all agents are providing the levels of customer service
that is required.
Ensure that agents have working equipment and all items needed to
do their job.
Consistent attendance and punctuality.
Experience as a Mentor.
Proficient knowledge of inbound contact center environment.
Must have excellent phone skills, customer service skills,
analytical and troubleshooting expertise.
Must possess solid verbal and written communication skills.
Must be able to multi-task, handle escalated calls and upset
customers in a professional and courteous manner.
Must be able to accommodate a flexible schedule.
Must have analytical and troubleshooting expertise.
Resume of readiness updated.
Have great Positive Attitude
Ability to develop and motivate a team.
Superb listening, probing, negotiation and de-escalation skills
Keywords: The Results Companies, Lawrence , Supervisor, Other , Lawrence, Kansas
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