Job Description

Community Engagement Supervisor

Department: Account Management

Employment Type: Full Time

Location: Remote

Reporting To: Senior Manager, Account Strategy & Support

Key Responsibilities

• Lead, develop, and mentor the growth of assigned Community Engagement team members.
• Work to hold team members accountable to their professional growth and development through continuous developmental efforts.
• Manage customer escalations in a manner that results in favorable customer satisfaction ratings.
• Coach and provide support on escalations/attendance/performance and all other agent behavior.
• Ensure coverage is secured for all duties given to the department. Assigning duties to team in an equitable manner, taking regional territories into account.
• Think abstractly, identifies patterns, and generates ideas and solutions.
• Develop and implement communication strategies to ensure positive and productive relationships with internal and external stakeholders.
• Conduct side-by-side coaching, monitor on-site performance, outbound phone activity/queues and accountability reports.
• Coach and train team in processing face-to-face interactions with customers while maintaining a high-level of customer satisfaction and exceeding department goals.
• Execute incentives that motivate sales performance to meet and exceed KPI’s.
• Input and maintain accurate data entry of all relevant information into ICOMS or other tools as necessary.
• Ensure Marketing/Promo’s match and work in ICOMS and working with MIS to resolve issues with campaigns.
• Possess excellent Leadership and Team Building Skills.
• Build interdepartmental relationships.
• Lead associates to exceed personal, team, and department goals.
• Complete monthly and quarterly goals check-ins.
• Other duties as assigned.

Skills, Knowledge & Expertise

• MUST live in Florida
• High school diploma or equivalent required.
• 2 years of related experience in a face-to-face sales environment preferred.
• 2 years of Telecommunications experience preferred.
• 3 years of sales experience preferred.
• Ability to read, write and speak the English language. Bilingual in any language is a plus.
• Ability to organize and prioritize effectively.
• Proficient in Microsoft Office, Excel, and Power Point
• Flexible work schedule
• Must be able to travel to onsite locations as needed for meetings, trainings etc.
• Exemplary Attendance and Punctuality.
• Proven effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
• Able to focus and guide self and team members in accomplishing work objectives.
• Interact with others in a way that gives them confidence in one’s intentions and those of the organization.
• Make customers and their needs a primary focus of one’s actions, developing and sustaining productive customer relationships.
• Proven ability to Identify and understand issues, problems, and opportunities; compare data from different sources to draw conclusions; use effective approaches for choosing a course of action or developing appropriate solutions; and take action that is consistent with available facts, constraints, and probable consequences.
• Proven ability to deal effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
• Establish proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.
• Maintain stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
• Possess, acquire, and maintain the technical/professional expertise required to do the job effectively and to create effective customer solutions. Actively appreciate and include the diverse capabilities, insights, and ideas of others and work effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
• Ability to set and deliver high standards of performance for self; assuming responsibility and accountability for successfully completion of assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
• Must possess prior leadership experience where a successful track record has been achieved.

Job Benefits

• Medical, Dental and Vision
• PTO & Holidays
• 401K + Match
• Life Insurance
• FSA & HSA
• Short Term/Long Term Disability
• Legal Plan Support & EAP