Customer Service Supervisor II | West Des Moines | Minimum 2 Years Experience | Full-Time | $30,000/Year + Bonus

RAISE THE BAR

Mass Markets is a rapidly growing, industry leading business process outsourcing and software development organization.  As a high growth organization with an entrepreneurial culture we are committed to a high octane, fun and collaborative work environment.   As a member of the Mass Markets team you will have a high degree of responsibility and autonomy giving you a singular opportunity to make a difference is the organizations shape, direction and growth.

Full Medical, Dental & Vision Benefits Paid Time Off and Paid Holidays Bonus Potential

Advancement Opportunity Positive Team Environment Great Facilities and Fun Work Atmosphere

Customer Care & Sales Supervisors are responsible for the day-to-day activity and development of 15-20 Agents within a complex call center environment. The supervisor is responsible for ensuring call quality from start to finish and proactively seeks ways to improve the internal processes and sales results. Customer Care & Sales Supervisors conduct regular business meetings with Inside Sales Representatives to complete performance reviews and coaching to ensure maximum quality and production of direct reports. Customer Care & Sales Supervisors work closely with the Call Center Operations Manager in ensuring the overall adherence to corporate policies and procedures

• Overall management of 15-20 Agents
• Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity
• Directs sales forecasting activities and sets performance goals and objectives accordingly
• Develop and maintain strategy on ensuring customer satisfaction on all sales transactions
• Provide team motivation and development to maximize sales opportunities
• Responsible for the overall performance and productivity of direct reports
• Responsible for weekly payroll review and submission to ensure correct entries
• Responsible for driving the growth of revenue and profit originating from a call center
• Meeting performance targets, operating efficiencies, processing improvements, people development and quality assurance.
• Monitoring of individual, team and call center results to identify and act on both positive and negative performance.
• Determining work procedures, preparing work schedules, and expediting workflow.
• Responsible for hiring, coaching and terminating call center employees
• Other duties and responsibilities as assigned

The ideal candidate for this role would share and understand the high growth objectives of Mass Markets.  This position requires a high degree of leadership, creative thinking and dedication to people.  The ability to professionally represent Mass Markets internally and client facing is a must.  The right candidate will exhibit good business judgment and acumen and be both confident and flexible in their views.  This position will require the ability to work with multiple business units to acquire operational knowledge and execute on departmental initiatives. 

• Associate’s degree and/or relevant work experience
• Exceptional interpersonal & communication skills
• Strong supervisory experience including staff development
• Working knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
• Demonstrated ability to drive sales through the actions of others
• Understanding of call center tools and technology used to manage KPIs and SLAs
• Possess effective conflict resolution skills (both customer and agent conflict)
• Possess time management, planning, organizational and multi-tasking skills
• Ability to learn new products and system
• Ability to work in a professional fast-paced environment

At Mass Markets we believe that hard work should pay off, so we make sure that our compensation and rewards are exceptional.  Our people are not just employees; they are our business, our most important resource!   Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.  

Employees earn generous paid time off as well as paid holiday’s and paid training opportunities.

Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include cash uploads to company issued Visa card, prizes such as computers, tablets, phones, TV’s, trips, tickets and even cars.

All employees are eligible for MEC medical plans after 30 days and group medical, dental and vision benefits after 90 days.  Optional Roth IRA retirement accounts, Term Life Insurance and Whole Life Insurance plans are available to all employees each open enrollment period. 

As a 15-year old organization and Anything-as-a-Service pioneer, Mass Markets offers comprehensive XaaS solutions for our customers. Beyond traditional customer service, inside sales, telemarketing, and tech support services, Mass Markets provides Managed Services Platform Products (MSPP) specializing in cloud technology, telephony software, and integration on-demand, as well as Multiple Contact Center Software Platform-as-a-Service (PaaS) options. 

Mass Markets operates exclusively in the USA to provide clients with comprehensive security measures, quality control, and extensive experience.

For more information visit www.massmarkets.com