FULLTIME - SUPERSTAR Call Center Manager (E-commerce Store)

We are looking for a SUPERSTAR Call center supervisor to organize and direct the staff of our call center. You will be responsible for assessing their work and give them feedback to maximize performance. You will also be required to assist with calls as needed during high volume hours.

An excellent call center supervisor must have customer service and supervisory experience. The ideal candidate must possess great communication skills and be able to lead and motivate. You will be organized and reliable as well as results-oriented.
The goal is to achieve drive excellent performance from your team that will bring sustainable business growth.

Responsibilities

- Assist in the formulation of targets for individuals and teams
- Hire and onboard new employees
- Answer questions from staff and provide guidance and feedback
- Anticipate escalation and take over calls when needed
- Devise ways to optimize procedures and keep staff motivated
- Measure performance with key metrics such as call abandonment, calls waiting etc.
- Ensure adherence to policies for attendance, established procedures etc.
- Keep management informed on issues and problems
- Prepare monthly/annual results and performance reports
- Listens to calls for quality assurance

Requirements

- Proven experience as call center supervisor or similar supervisory position
- Experience in customer service is essential
- Proficient in English; Good knowledge of additional languages will be a definite plus
- Working knowledge of MS Office
- Tech savvy with knowledge of telephone equipment and relevant computer programs
- Knowledge of performance evaluation procedures
- Outstanding communication and negotiation abilities
- A results-oriented approach
- Excellent organizational and leadership skills
- Ability to work under pressure
- High school diploma

***We currently use Zendesk Talk and require you to be able to work 8 hours a day during normal business hours.

The salary will be $300 USD ($1.875 per hour) a month during the trial month and then up to $400-$500 USD ($2.5-$3.125 per hour) a month after the trial month, depending on performance.

Please include your responses to the following questions with your proposal (REQUIRED):

1. Do you have any experience with trial offers or subscription based products? How many years?

2. What kind of performance plan would you create for your team? What kind of KPIs would you track?

3. How do you deal with angry customers?

4. Do you have experience dealing with call scripts and customer objections? Please list 5 objections that you might encounter for 14 day trial products and your template script that you would use for each one to handle the customer.

Example Format:
Objections - I don’t not know why I get charged. I was doing a survey online.
Answer - Sure, I can check for you. Yes maam. I see your name here. You signed up for our free trial of (name of product) and were charged (price) after the trial period. This is a free trial of only 14 days. If our customer don’t like the product they can return it before the due date and we will refund them.

Objections - Well I do not want it. Please refund me my money.

Answer - Sure, maam you can ship it back to us. I can provide you with RMA number and you can print it and put it in the box. Please ship it back to us with tracking number. Once we received it we still start processing your refund within 2 business days. Please bear in mind that we do charge 15% restocking fee.

5. How would you train new team members? Explain in step by step detail.

6. How would you report back to the executive team on a monthly basis?

7. How do you make sure call scripts/flows are followed?

8. How do you usually verify a sale is legit or not?

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