Louisville, KY 40202
Full-Time - Contact Center Supervisor

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Job Details
Employment type: Full-Time
Job Category: Sales
Location: Louisville KY, 40202
Req ID: 2024-246225
Responsibilities

The Contact Center Supervisor works closely with the Contact Center Manager to train, support, and motivate the Contact Center Specialist team. The Contact Center Supervisor supports the professional development of the Specialists while also ensuring that Contact Center goals, SLAs, & KPIs are met. This individual is responsible for ensuring every Specialist is prepared for their customer interactions, monitoring Specialists’ progress, and providing them with ongoing coaching opportunities to ensure they meet and exceed performance expectations.

  • Ensure Contact Center Specialists understand and comply with all call center objectives, performance standards, and policies.
  • Hire, train, coach, mentor and prepare Contact Center Specialists to respond appropriately to inbound customer communication and troubleshoot problems.
  • Evaluate Contact Center Specialist performance, providing long-term and proactive learning and coaching opportunities, and motivating the Contact Center Specialists.
  • Perform regular contact center operational reviews including, but not limited to, daily lead flow review, audits to ensure data accuracy, weekly individual performance reviews, customer interaction, sales performance, and back-office production work.
  • Perform weekly call quality review sessions with each Contact Center Specialist, and live monitor calls 1 hour per day. Provide one-on-one coaching, both in real-time and during scheduled training sessions, with each Contact Center Specialist.
  • Act as a primary point of contact for the Contact Center Specialist Team.
  • Create and maintain department SOPs and train team members on new procedures.
  • Prepare reports and analyze data to assist and inform management.
  • Manage Contact Center workflow and scheduling including, but not limited to, setting Contact Center schedule & ensure shifts are fulfilled, PTO tracking and approval, timesheet, and payroll monitoring.
  • Work with Call Center Manager and Customer Experience management team members to support Contact Center Specialists and maximize customer satisfaction.
  • Work on special projects as needed.
  • Execute performance reviews in accordance with Company expectations.
  • Work contact center call overflow and other activities as needed.
  • Identify operational challenges and suggest and implement improvements.
  • Work with leadership on performance concerns and deliver corrective action plans as needed.
  • Responsible for interviewing, hiring, training, developing, and evaluating assigned staff.
  • May perform other duties as needed and/or assigned.
Qualifications
  • High school diploma or equivalent required.
  • Minimum two (2) years in a Call Center environment, preferably in a Supervisory role or with some experience providing coaching and feedback to team members preferred.
  • Minimum one (1) year of consultative sales experience (direct, indirect, or suggestive) or customer service experience preferred.
  • Strong knowledge and understanding of the senior living industry preferred.
  • Exceptional verbal and written communication skills.
  • Proficiency using technology, especially computers, software applications (including word processing, spreadsheets, and presentations), phone systems, and staff management applications.
  • Ability to maintain a sense of order while handling multiple tasks.
  • Excellent problem solving, leadership, and customer service skills.
  • Must successfully complete all company specified training programs.
  • Must be available to work nights, weekends, and holidays as needed.

We create communities where employees thrive in their work, helping our residents thrive in their homes.

We strive to enhance the lives and exceed the expectations of those we serve every day. To do this, we cultivate the diverse talents of our team members in order to achieve something together that they could not do alone.

 

Atria Senior Living’s family of brands has immediate openings for individuals looking for a career with competitive pay and outstanding benefits, including:

 

  • Paid holidays and PTO
  • Benefits include: Health / Dental / Vision / Life Insurance
  • 401(k) employer match
  • Tuition reimbursement

 

* Enrollment in benefits varies by employee classification; anniversary reward amounts vary by location

As a valued team member at Atria, you’ll work in a supportive environment that provides advancement opportunities and promotes a healthy work-life balance. Apply now!

Hiring Step 1
It’s Easy to Apply Online
Select the “Apply Now” button on the job that interests you. Plan on taking 5-10 minutes to complete the application and select “Submit” when done – you’ll receive a confirmation email shortly thereafter. Keep your login and password handy as you’ll need it throughout the hiring process.
Hiring Step 2
Application Review
Every application is given due consideration. If your experience and skills are aligned with the job requirements, we’ll contact you to schedule an interview.
Hiring Step 3
Interviews & Assessments
Your interview will be conducted by phone or in person with an Atria recruiter or hiring manager. This process may include additional interviews, reference checks and skill assessments.
Hiring Step 4
Offer Letter
If you are chosen for the position, an offer will be made by phone and email. The email will include a letter which you’ll sign electronically, return to us and can download for your records.
Hiring Step 5
Post-Offer Hiring Process
You’ll receive all needed forms, instructions and our contact information if you have any follow-up questions. This process may include a background check and/or a drug screen.
Hiring Step 6
Check-ins from your future team
As turnaround times vary for screening results, we’ll provide any needed updates and let you know what to expect for your first day on the job.
Hiring Step 7
First day and onboarding
Congratulations – we’re excited to have you join our team! Onboarding varies by position, but on your first day at Atria you’ll typically meet coworkers, take a workplace tour and begin any required training.
Apply Now
Job Details
Employment type: Full-Time
Job Category: Sales
Location: Louisville KY, 40202
Community: Atria Senior Living
Req ID: 2024-246225

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Benefits for Working at Atria Support Center

Competitive Pay
Competitive Pay

Atria provides competitive wages as we value employee contributions and commit to investing in our employees.

Paid Holidays & PTO
Paid Holidays & PTO

In addition to company observed holidays, we encourage our employees to take earned time off to refresh, recharge, and spend time with their loved ones.

Comprehensive Health Plans
Comprehensive Health Plans

After satisfying the waiting period, employees at Atria are eligible for an array of benefits including medical, vision, and dental coverage, company paid short term and long term disability, as well as other voluntary benefits such as critical illness coverage.

Career Advancement Opportunities
Career Advancement Opportunities

We promote approximately 1,500 people a year.  Share your professional aspirations with your manager, and together we will work to achieve them. Atria focuses on talent development and growth opportunities within.

Tuition Reimbursement
Tuition Reimbursement

Want to earn a degree or pursue a new certification? Our tuition reimbursement program provides full-time employees with up to $5,250 a year in support for approved courses toward degrees and certifications.

Employee Loyalty Rewards Program
Employee Loyalty Rewards Program

Atria celebrates employees through different rewards programs including anniversary awards and recognition of great work.

Retirement Savings Plan with Employer Match
Retirement Savings Plan with Employer Match

We offer an opportunity for full-time employees to save for retirement through Transamerica. Traditional 401(k) and Roth options are available, and after one year of service, Atria offers a 50% match on a percentage of those savings.

Rewards & Recognition

Learn more about the many ways Atria celebrates employee achievements and rewards outstanding performance.

Health & Safety

Whether providing protection from sickness or natural disasters, such as flooding or fires, we make safety a priority for both residents and staff.