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• Responsible for supporting and coaching a team of associates in providing quality service for inbound and outbound telephone calls. Create and maintain company monitoring standards for call center/customer service reps. Conduct analysis of monitoring results and provide feedback and recommendation to call center service quality assurance manager.**
• Effectively monitor chat and incoming calls from customers to the reps. The supervisor will be measured by the performance of their team. (quality, attendance, sales conversions, and adherence). Steve will measure performance through how their team is doing. % of calls that someone sets a lead on (goal is around 50%).
• Responsible for supporting and coaching a team of associates in providing quality service for inbound and outbound telephone calls.
• Create and maintain company monitoring standards for call center/customer service reps. Conduct analysis of monitoring results and provide feedback and recommendation to call center service quality assurance manager.
• Most of questions come in form of chat, they will review attendance for previous day, what the day looks like, where there are gaps, where they don’t have enough people, checking Teams chat for questions. Listening to calls to determine how they are doing, find out if there are any concerns, using calls for coaching and performance, does rep sound pleasant on phone, etc.
• End of each week, going to ask for confirmation about hours (attendance tracking). A lot of listening to calls.
• Skills:* Contact center, Inbound Call center, Supervisor, team lead, Call center, metrics, coaching, upselling, sales
   

About Aston Carter:

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At Aston Carter, we’re dedicated to expanding career opportunities for the skilled professionals who power our business. Our success is driven by the talented, motivated people who join our team across a range of positions – from recruiting, sales and delivery to corporate roles. As part of our team, employees have the opportunity for long-term career success, where hard work is rewarded and the potential for growth is limitless. Established in 1997, Aston Carter is a leading staffing and consulting firm, providing high-caliber talent and premium services to more than 7,000 companies across North America. Spanning four continents and more than 200 offices, we extend our clients’ capabilities by seeking solvers and delivering solutions to address today’s workforce challenges. For organizations looking for innovative solutions shaped by critical-thinking professionals, visit [AstonCarter.com.](AstonCarter.com) Aston Carter is a company within Allegis Group, a global leader in talent solutions. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888-237-6835 or email [astoncarteraccommodation@astoncarter.com](mailto:%20astoncarteraccommodation@astoncarter.com) for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.

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