*job overview*
a supervisor is responsible of leading a team of agents to success, supports customer service representatives (csrs) while servicing first-party customer service calls and coordinating daily floor activities, this includes maintaining excellent quality and efficiencies, and ensuring all csrs adhere to their schedules.
a supervisor is responsible for creating an employee-focused culture, including: answering questions, providing feedback, and improving performance.
*responsibilities*
- take calls that your agents can't handle and be available when an agent appears to need assistance.
- motivate and encourage agents through positive communication and feedback.
- responsible and available to assist agents while they are "on-the-floor."
- meet at least once each week with the team to review past week's events, including statistics, results, new product information, etc.
- perform at least one monitoring evaluation with each agent every two weeks.
- keep track of attendance, daily statistics, paid time off, sick time, etc.
- ensure administrative bookkeeping is accurate.
- present to the operations manager a weekly monitoring and performance summary of the team.
- create a forecast describing the things each agent will be focused upon.
- create a detailed plan of the way in which you plan to impact your team's day-by-day performance.
- develop schedules with agents each month to ensure call center objectives are covered.
- truly understand what his agents are facing.
- develop contests, awards and themes that increase agents' loyalty and focus.
- produce a quarterly "blue print" outlining your team's performance and growth.
- review team performance monthly and quarterly.
- create effective channels for agent feedback.
*qualifications*
- 1-3 years as supervisor in call center / bpo industry.
- full english proficiency / c1 level / strong oral and written communication skills.
- high school diploma / college / university or equivalent (preferable).
- strong interpersonal, verbal, written and negotiating communication skills.
- proficiency with microsoft office programs.
- ability to demonstrate consistency, accuracy, good judgment, follow through and attention to detail.
- promotes a professional and positive attitude at all times and embraces continuous improvement.
*about xtendops*
xtendops combines leading-edge cloud-based technologies with a world-class managed workforce solution.
we're a modern offshoring entity, built around amazing people and innovative digital solutions.
agile and adaptable we quickly react to ever-changing client needs.
we work hand in hand with our clients to design a customized outsourcing strategy to suit their needs and optimize their success.
our focus isn't simply on supporting the business, but to improve operations, customer experience & expand our clients' bottom line.
tipo de puesto: tiempo completo
salario: $25,* al mes
horario:
- turno de 10 horas
prestaciones:
- vacaciones adicionales o permisos con goce de sueldo
tipos de compensaciones:
- bono de productividad
experiência:
- atención al cliente: 3 años (deseable)
- supervisión de personal: 3 años (deseable)
idioma:
- inglés (deseable)