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Atlanta, Georgia - USD Full Time Posted: Saturday, 9 November 2019

Primary Objective: Provide Supervision to a group of Customer Account Specialists (CAS) as they assist customers on the phone or via email. The CAS Supervisor handles the day-to-day operations of the teams and assists the Manager with managing performance, productivity, and daily goal adherence. The CAS Supervisor handles all aspects of customer relations, including payment requests, merchandise or dealer issues, any type of payment arrangement and all aspects of customer service resolution and problem-solving.

Primary Areas of Responsibility:

  • Manage actively throughout the day by moving through the department
  • Be available to answer questions and take escalated calls
  • Make payment arrangements
  • Settle delinquent accounts
  • Monitor the workflow que to ensure work is assigned to all agents.
  • Review and manage call flow
  • Track inbound and outbound calls
  • Foster a positive and productive work environment by maintaining open and responsive communication

Specific Responsibilities:

  • Conduct a weekly meeting with your team to review past week's events, stats and productivity results, communicate updates, introduce new staff, present commendations and awards, communicate company information, take questions and comments.
  • Coaching and develop team to exceed daily expectations
  • Perform a monthly call calibration with team/team members.
  • Manage attendance and time off requests
  • Recruiting and hiring high quality agents
  • Develop and present training to your team/department
  • Contributes a positive and team oriented workplace environment by creating contests, awards, and themes that

Increase agent's loyalty and focus.

  • Assist other departments upon request

Required Skills:

  • Strong leadership and management
  • Excellent written and verbal communication skills
  • Excellent problem solving and negotiation skills
  • Computer skills and experience working in a call center environment

Experience and Education:

  • High school diploma required
  • Some college preferred
  • Call center experience required

Atlanta, Georgia, United States of America
Merchants Preferred
Merchants Preferred
11/9/2019 12:33:58 PM

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