Supervisor - TM Resale

Posted Date:1/8/2018 1:27:26 PM
Job Type: Full Time
Req #: JR-10251
Location: Charleston, WV
Job Category: Contact Centers

Job Summary:


  • Work closely with Manager to ensure productivity goals are met.
  • Evaluate and coach agents to ensure all metrics are met.
  • Ensure that Resale staff provides the highest level of service at all times ensuring customer confidence.
  • Develop and maintain relations with other departments/contact centers to ensure accurate and up to date knowledge is shared.
  • Work closely with the HR Department to effectively manage conduct/performance issues and coordinate internal hires into the Resale Department.
  • Work closely with the QA Department to ensure that all service levels are being met.
  • Build and maintain a positive working environment.
  • Handle urgent or escalated customer requests in a timely manner.
  • Other duties as assigned.


  • Must be able to work evenings and weekends. Note: Shifts may change due to business needs.
  • Must be able to work holidays as business needs require.
  • Ability to maximize performance through coaching and development.
  • Strong communication, presentation and writing skills required.
  • Excellent time management and organizational skills.
  • Ability to work effectively in a fast-paced, rapid changing environment, while managing stress and meeting deadlines.
  • Ability to analyze data, solve problems and continuously improve service levels.
  • Must be reliable, punctual, and have outstanding attendance.


  • Should have at least two years of full-time work experience.
  • Should have at least one year of previous supervisory experience in a customer service environment.
  • Previous contact center experience is a plus, but not required.
  • Other related experience could be considered.
  • High school diploma required. Bachelor degree a plus.
  • Understands the Customer Service environment and stays abreast of issues and events that have an impact on the business.
  • Must have working knowledge of Microsoft products (Excel, Word, and Outlook) and other Ticketmaster related applications.