**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: $25,000.00 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)