Now Hiring - Contact Center Sales & Service Supervisor in Pomona, CA

Contact Center Sales & Service Supervisor

Salary Range: $61,890 - $84,379

When you’re in the business of making connections, diversity and inclusion become part of your fiber. We believe in unlocking the power of diversity to drive digital connectivity, so if you feel your experience looks a little different, and you can add value, we encourage you to apply! #BuildGigabitAmerica

About Us

Frontier is a leading communications provider offering gigabit speeds to empower and connect millions of consumers and businesses in 25 states. It is building critical digital infrastructure across the country with its fiber-optic network and cloud-based solutions, enabling connections today and future-proofing for tomorrow. Rallied around its purpose of Building Gigabit AmericaTM, the company is focused on supporting a digital society, closing the digital divide, and working toward a more sustainable environment. Frontier is preparing today for a better tomorrow. Visit [please apply online] See also Frontier’s California – Job Applicant Privacy Notice available at [please apply online] About the Role

Frontier’s Contact Center Sales & Service Supervisor is responsible and accountable for supervising in the center and remote Sales & Service Consultants to ensure that the Customer Contact Center’s vision and business objectives are met. Provide coaching, leadership, and direction to a team of consultants who are responsible for processing orders and handling requests from customers. The supervisor will be responsible to ensure Consultants deliver consistent performance that achieves the highest level of customer satisfaction and loyalty.

Responsibilities

• Assumes responsibility for creating and maintaining individual consultant 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 to closely monitor adherence standards
• Collaborates with a training group and Call Center Operations Management in monitoring consultant 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 maintain 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 of the team; and reviews and coaches on 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. Avaya, CCST, and others) and provide ongoing performance feedback
• Reports system malfunctions or performance issues to the appropriate Call Center Operations management team
• Addresses escalated calls and transactions from consultants 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 Contact Center Sales and 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” values, and 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

Requirements

• Minimum of three (3) years of customer service experience required
• High School degree or GED required; College degree preferred
• Flexibility in work schedule
• Must be able to work in the office full-time

Frontier salaries are estimated by third parties and may or may not reflect actual or total compensation. Please confirm with your recruiter.

We are deeply committed to attracting talented team members in the US from all backgrounds regardless of race, age, gender, ethnicity, religion, sexual orientation, disability status, or nationality. However, at this time, we are not sponsoring any Visas.

Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.