Brief Description Essential Job Functions: \u00b7Supervises, coordinates, directs, and monitors staff activities to ensure that prompt, courteous, and accurate responses are provided to donors. \u00b7Monitors team production, efficiency and quality metrics and provides feedback to the Team Manager on performance compared to expectation. \u00b7Handles complex and escalated customer service issues \u00b7Provides training and coaching support to reinforce successful team member behaviors and identify opportunities for performance improvement. \u00b7Conducts monthly touch base meetings with each team member regarding their previous month\u2019s performance \u00b7Prepares and delivers performance reviews for assigned team members. \u00b7In conjunction with Quality Assurance, ensures adherence to departmental and\/or call\/service center policies, procedures, and practices. \u00b7Creates and maintains a positive, respectful work environment for the team members \u00b7Prioritizes and assigns work to team members and initiates corrective measures to resolve problems including attendance and work schedules when needed. Detailed Description Required Knowledge, Skills and Abilities: \u00b7Communicates effectively, cooperatively and persuasively \u00b7Nurtures a cooperative, team-oriented environment \u00b7Treats all team members and donors with respect and dignity \u00b7Prioritizes and executes tasks within a fast-paced environment \u00b7Ability to develop, evaluate and motivate team members \u00b7Exceptional problem solving skills \u00b7Working knowledge of call center technologies such as dialer, IVR, ACD, and workforce management \u00b7High level organizational skills and attention to detail \u00b7Excellent written and verbal communication skills Job Requirements Minimum Required Education, Training and Experience: \u00b7High School Diploma and two (2) or more years of experience in a high volume call center environment \u00b7Two (2) or more years of experience in a supervisory role preferred \u00b7Experience in a blended call center, inbound and outbound call handling, a plus \u00b7Proficiency in MS Office and Internet Explorer \u00b7Flexibility in schedule which will include nights, weekends, and holidays Additional Details Savers is an Equal Opportunity Employer, verify Company Visit us at http:\/\/www.savers.com\/
Website : http://www.savers.com
The Savers family of stores is a for-profit, global thrift retailer offering great quality, gently used clothing, accessories and household goods. Our business model of purchasing, reselling and recycling gives communities a smart way to shop and keeps more than 650 million pounds of used goods from landfills each year. We also help more than 120 nonprofit organizations by paying them for donated goods, which supports their vital community programs and services. Our brands comprise Savers (in the U.S), Value Village (in the U.S. and Canada), Unique (in the U.S.), Village des Valeurs (in Quebec) and Savers Australia. All in all, we operate over 330 locations and have 22,000 employees.