Call Center Supervisor

This position will supervise daily processing in the Ticketing/Customer Service Call Center. The position works closely with upper levels of management, requires a high level of confidentiality and the ability to work and think clearly under pressure.

Primary Responsibilities

• Essential job functions

• Supervises all inbound call center Customer Service Representatives and their daily responsibilities.

• Assists Customer Service Representatives with problem solving functions.

• Understands department processing priorities and assigns tasks accordingly.

• Responsible for Quality Monitoring of Customer Service Representatives as required by the department.

• Understands call center system including: Customer Service Representatives QA monitoring, call volume anomalies and trouble notification for call center system or service problems.

• Interprets and understands call center reports.

• Works with the call center system to monitor call/chat/email delivery and staff availability.

• Directly responsible for supervising and achieving established department service and sales levels.

• Manages the training reinforcement, along with the metrics, measurements, monitoring and rewards programs of the upsell initiative.

• Communicates effectively with various departments in order to completely understand interdepartmental relationships.

• Professionally communicates call center issues to Manager of Call Center and Donor Relations.

• Updates staff when necessary regarding Met performance changes, policy or procedure modifications.

• Support and assist with implementing new project initiatives: Live in HD systems support, Met on Demand, ABT, Met App and WebStore.

• Performs all Customer Service Representative processes for Metropolitan Opera and ABT customers, for example: answer calls/chats/e-mails in queue, handle and resolve customer inquiries, process order requests and process customer correspondence upon request in a manner that meets standards for service quality, call quality, and production.

• Receives calls/chats/e-mails, analyzes customer needs and preferences; provides the appropriate information and response; and captures the relevant data.

• Responds accurately and promptly to customer calls/chats/e-mails; uses tact, patience, and good judgment in dealing with customers and their problems irrespective of the issue or the customer’s manner.

• Executes all procedural steps by using the automated system, reference materials, and other documentation to capture and deliver accurate and complete information.

• Communicates call center issues in a professional and accurate manner. Accepts and applies feedback given by training, and management staff.

• Communicates and works with co-workers when necessary for information exchange and inquiry resolution.

• Responsible for adhering to ADA compliance communications, assisting and ticketing.

• Professionally communicates Metropolitan Opera membership information, performance details and changes and policy or procedure modifications to customer base.

• Acts as a role model for practicing company policies and procedures professionally.

• Actively demonstrates teamwork.

• Other duties and responsibilities

• Assists with all supervisor calls and customer contact.

• Works with trainer to identify individual Customer Service Representatives’ strengths and weaknesses to assist with staff development.

• Maintains staff schedule.

• Supports Manager of Call Center and Donor Relations.

Skills and Qualifications

• One (1) year prior supervisory experience.
• Two (2) to three (3) years experience in a customer service environment.
• Computer literate, knowledge of Word and Excel.
• Prior ACD experience preferred.
• Knowledge of Tessitura.
• College courses preferred or equivalent experience.
• Professional demeanor.
• Knowledge of ticketing and customer service business practices.
• Experience in a fast pace and changing environment.
• Demonstrated ability to understand and analyze the magnitude of customer issues and construct appropriate resolutions.
• Proven ability to convey company policy in a professional manner to the customer and staff.

Physical Demands

• Strong problem solving skills.
• Capable of working independently with occasional direction and instructions and the ability to work and think clearly under pressure.
• Excellent interpersonal and communication skills, both written and verbal.
• Team player attitude.
• Good organizational skills.
• Flexible schedule. Ability to work additional hours and weekends when necessary.
• Strong leadership and motivation skills.