Contact Centre Operations Supervisor- Telesales

Overview of Role:

At National Pen, we are looking for a Contact Centre Operations Supervisor who is motivated, enthusiastic, and sales oriented. We are passionate about people and performance excellence and put our customers at the centre of everything we do. Join our diverse, in-house, team where you will feel valued and inspired to contribute your unique skills and experience.  Our contact Temp. Centre Operations Supervisor will be responsible for the overall direction, coordination, and evaluation of an Operations Team by executing supervisory responsibilities in accordance with National Pen's policies and applicable laws. 

Overall, Purpose of Job: To provide comprehensive support to management and employees working in a team environment.

Responsibilities:

• Monitor, motivate, coach and train Associates to achieve and maintain KPI targets and performances through continuous monitoring, assessment, and feedback.
• Supervise and coordinate activities with direct team and with department.
• Keep Department Manager informed and aware of any escalating problems regarding products, customer complaints, employee issues, departmental issues and any other matters involving or effecting the Department.
• Issue written and oral instructions and assist with questions and training of agents.
• Supervise and manage the performance of each direct report on a daily basis.  This includes productivity, accuracy, call quality, sales and attendance.
• Study and recommend procedures to improve efficiency of department, processes, and employees.
• Compile data and trends to aid in creating & maintaining complete documentation of performance improvement conversations and actions.
• Effectively create, issue, and manage employee Performance Reviews and Performance Improvement Plans, when necessary, in an effort to ensure that individuals meet objectives.
• Special Projects as assigned.
• Setting/clarifying requirements and expectations for Associates.
• Ensuring disciplinary actions for front-line employees occur in transparent, accurate and timely manner.

Operations Excellence/Process improvement:

• Ensuring high compliance to operational processes
• Participating in cross-functional communications and meetings to support achievement of the centre’s goals.
• Representing the Voice of the Customer by appropriately escalating feedback to the relevant functions or other internal customers for resolution
• Working with the management team to develop processes to respond to needs concerning customer satisfaction.
• Finding creative solutions to effectively address internal and external customer queries and concerns.
• Leading and facilitating change with a positive attitude .

General/Other:

• Supporting and assisting with hiring, training and maximizing staff productivity and impact
• Performing contact centre activities as needed as well as additional responsibilities as requested.
• Work overtime as required to meet business needs.

Must Have:

• Strong Coaching and People Management Skills
• 6 Months Minimum National Pen Telesales Experience (External candidates must have 3 years minimum sales supervisory experience)
• Prior Experience as a Team Lead at Pens.com
• Strong Communication and Leadership Skills
• Excellent performance in current department (No PIP’s or disciplinary actions with HR/Operations)

About Pens.com

Pens.com's personalized promotional products are created for and inspired by small businesses. With 56 years of experience and serving 22 countries worldwide, Pens.com offers MORE value, savings and time to customers through expert guidance on a broad range of personalized promotional products, including writing instruments, stationery, drinkware, bags, gifts, and trade show accessories. Pens.com operates via a network of more than 10 facilities across North America, Europe, Africa, and Asia.​

To learn more, visit: www.PENS.com

Pens.com is a National Pen and Cimpress brand (Nasdaq: CMPR).​