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Supervisor; Call Center Sales & Service (304531-798): Frontier Communications

Frontier Communications (NYSE: FTR) is one of the nation's largest independent telecommunications providers offering local, long distance, and Internet access services in 24 states over 2.4 million access lines. With more than 100 years of telecommunications experience, we operate on a solid, time-tested foundation of communications and operational excellence with products and services you can always depend on for your home, your small or medium-sized business, or your global organization.

Frontiers Call Center Sales & Service Supervisor is responsible and accountable for supervising Sales & Service Consultants to ensure that the Customer Call Center's vision and business objectives are met. Provides coaching, leadership, and direction to a team of Customer Service Representatives who are responsible for processing orders and handling requests from customers. Supervisors deliver consistent performance that achieves the highest level of customer satisfaction and loyalty.

Duties & Responsibilities:

• Assumes responsibility for creating and maintaining individual representative development plans and routinely conducts performance reviews with each team member.
• Provides direction to subordinates on achieving specific objectives, including contributing to a quality customer experience that promotes customer loyalty, brand recognition, and revenue generation.
• Assumes responsibility for executing the Quality Performance Management Program by consistently conducting and assessing Representative interactions and transactions via recordings and observations utilizing call monitoring systems; delivers timely feedback to team members and monitors team member progress.
• Participates in calibration sessions directed by the training group in order to closely monitor adherence standards. Collaborates with training group and Call Center Operations Management in monitoring Representative skill levels, team schedule adherence, attendance, and compliance with Center performance measures and metrics.
• Ensures that Representatives are appropriately trained, are following correct procedures, and maintaining a high degree of quality.
• Works with other Center leaders and with the Call Center Operations Management team in managing daily work assignments and workflow.
• Monitors day-to-day quality and production goals; monitors and assists in managing the workload to the team; and reviews and coaches to the importance of availability, quality of performance, service level, and other Center objectives and goals.
• Analyzes daily performance activities, utilizing multiple reporting systems (e.g. ASPECT, WITNESS, CCST) and provide on-going performance feedback.
• Reports system malfunctions or performance issues to appropriate Call Center Operations management team.
• Assists Representatives with problem resolution and trouble shooting to resolve customer issues.
• Answers technical and procedural questions.
• Addresses escalated calls and transactions from Representatives by providing resolution.-
• Performs requisite administrative tasks, including but not limited to preparing reports, reviews and other necessary documentation.
• Maintains working knowledge of all systems.

To be a successful Sales & Service Supervisor at Frontier, you will need the following:

• Supervisory experience in a fast paced environment. Retail or Call Center experience is preferred.
• Sales experience in a telemarketing or outbound call center environment
• Exhibit 'Delight the Customer,' ability to show passion for our Customers.
• Strong Analytical skills to help review key performance indicators (Net Revenue, Revenue per Call)
• A desire for sales and achieving results

Outstanding Leadership skills to include;

• Ability to multi-task
• Coaching competencies aligned with our Leadership model
• Excellent Communication skills; Written: Email and writing etiquette/Letters to customers Verbal: Present to peers, team, and leadership team
• High visibility presence in the work center,
• The ability to have fun and enjoy your work environment!

Must have Qualifications:

• Minimum of three (3) years of customer service experience required
• High School degree or GED required, College degree preferred
• Ability to work 12 pm- 9 pm shift with rotating weekend and other hours as needed
• 3 references from former Supervisors or Managers

Frontier Communications is an Equal Opportunity Employer. Citizens Communications does not discriminate on the basis of race, color, creed, religion, sex, national origin, age, marital status, citizenship status, disability, sexual orientation, veteran status or any other protected class.