Maintains a work environment that fosters a satisfied and engaged workforce that achieves the budgeted sales plan
Endeavors to recognize excellent performance and behaviors at every opportunity to motivate call center agents to achieve their performance goals
Assists in the delivery and successful completion of all training programs
Actively participates in leadership team meetings
Monitors an adequate sampling of phone calls daily from agents to assure compliance with the Conversational Sales Flow model and rate card pricing and scheduling guidelines and tabulates observations
Assists with sales and/ or customer service calls during peak times
Collaborates with sales managers on agent coaching to increase agent and overall center productivity including; $/ACD, $/Hour, close rates, start percentages, credit card capture and overall sales performance
Assigns tasks to OCCC support personnel and monitors work output
Keeps Sales Manager apprised of all sub-standard performance and behavioral issues of agents
Assists in the formulation of targets for individual agents and teams
Facilitates weekly meetings to improve performance within assigned team
Participates in weekly quality assurance calibration sessions to review agent call quality
30% Process Management / Policy Adherence
Maintains predictive dialer to meet sales quota and service levels as required
Handles internal and external customer complaints
Adheres to and enforces the attendance and dress code policy
Teachs and enforces company policies
Develops and implements reward and recognition programs
Demonstrates a competent working knowledge of all software used in the centers to include BOSS, Contact 360, CMS, Verint, Kronos, and NICE
Opens and closes facility as needed to include adjusting assigned shift schedules to allow for adequate daily supervisor staffing
Maintains a Business Continuity posture that allows for uninterrupted operations in the event an unexpected incident displaces contact centers workers from their regular place of operation
10% Analyzes historical and real time data to improve workflow improvements
Monitors performance of agents working remotely
Collects and compiles data as needed for projects and agent performance evaluation
Tracks daily attendance for OCCC direct reports
5% Perform other duties assigned.
Excellent organizational and communication skills required. May require problem solving skills and analytical skills.
2-4 years of supervisory/management level experience with supervising employees in a call center performing outbound sales environment.
Internal Number: 1320486
About Rollins, Inc.
Rollins, Inc. is a premier global consumer and commercial services company. Rollins is a company with financial stability who’s been around for more than 100 years. Through its wholly owned subsidiaries, Orkin LLC., HomeTeam Pest Defense, Orkin Canada, Western Pest Services, Critter Control, Inc., The Industrial Fumigant Company, TruTech LLC., Rollins Australia, Waltham Services LLC., PermaTreat, and Crane Pest Control, we provide the most accurate, comprehensive and efficient pest management services for the hospitality, food services, industrial, retail and institutional markets to over 2.0 million customers in the United States, Canada, Central America, South America, the Caribbean, the Middle East, Asia, the Mediterranean, Europe, Africa, Mexico and Australia from over 700 locations.