Call Center Supervisor (Customer Service)
Summary
Complete day-to-day tasks that include, but are not limited to:
Managing team, as well as meeting KPIs and company goals. Monitor individual and team performance, identifies opportunity areas and creates action plans for improvement.
Key duties and responsibilities:
· Manage employee schedules, monitor calls and provide support with questions regarding the product.
· Lead, motivate and train staff to meet established goals and objectives.
· Monitor performance, provide and document constructive feedback to ensure quality and procedural compliance.
· Establish and execute development plans to ensure continuous improvement in operational proficiency, quality and customer satisfaction.
· Ensure timely evaluation of employee performance and incentive tracking.
· Take escalation calls and turn them into learning opportunities.
· Elaborate and execute motivational plans and activities to promote a great working environment.
· Prepare for weekly and quarterly business review meetings.
· Collaborate with other areas to ensure company policies compliance.
· Serve as liaison between company and client, balancing client needs with business goals.
Qualifications:
· Demonstrated proficiency in managing and motivating teams.
· Adaptability to manage constantly changing priorities and workflow.
· Work efficiently in a high demand, team oriented and fast-paced environment.
· Ability to work and communicate effectively with all levels of the organization.
· Ability to make timely and sound decisions under pressure.
· Time management.
· Computer and excel proficiency.
· Proficiency in spoken and written English.
Salary: $4,800.00 weekly
Schedule: 7:00 AM to 5:00 PM / 8:00 AM to 6:00 PM / Availability Saturdays
Monthly Bonus: Up to $350 Dollars a month based on KPI's
Tipo de puesto: Tiempo completo
Sueldo: $4,800.00 a la semana
Beneficios:
- Caja de ahorro
- Servicio de comedor
- Vales de despensa
Idioma:
- Inglés (Obligatorio)
Lugar de trabajo: Empleo presencial