Call Center Supervisor

CALL CENTER SUPERVISOR

DESCRIPCION DE LA OFERTA

Primary responsibility is supervision of group of agents in a blended environment. Coach, motivate, train, develop and guide employee performance through a variety of mechanisms such as observations, metrics analysis and feedback devices from customers, peers, management and others. Uses strong knowledge of customer systems, and leadership skills to oversee and guide employees to meet performance and customer service objectives

Key responsibilities

Evaluates staff on ability to meet performance objectives through continuous coaching and development in a blended environment.

Directs and advises improvement strategy when objectives are not met.

Contributes to overall product line management by implementing strategies and communicating results.

Contributes to the planning and achievement of goals for outbound campaigns on an hourly, shift, daily, and weekly basis.

Observes calls to ensure proper quality and productivity offering employee coaching and development when necessary and/or required.

Follows company’s established performance management process and recommends compensation based on employee’s performance results.

Monitors KPIs and trends to identify areas of opportunity.

Reviews and evaluates staff on ability to meet those objectives.

May handle escalated customer complaints upon customer or executive request and utilizes escalations as a method to train and develop staff.

Participates in the development, implementation and update of all aspects of current Training Program.

May coordinate or lead project management in any area of Customer Service and/or Operations.

Ensures employees adherence to policies and procedures.

Promptly responds to employee grievances or complaints.

Disciplines employees for violation policies and procedures and exercises authority to recommend termination of employees determined to be in violation.

May assist in workforce management functions (forecasting, scheduling, and adherence).

Performs other assignments as required in and of the Customer Service and Operations departments and functions.

Duties are frequently non-routine and reflect substantial variety, flexibility and complexity.

Serve as resource to others in the resolution of complex problems and issues.

Exhibit high levels of integrity and ethical behavior
Participate in other company projects as requested.



Job knowledge, Skills and abilities

Must possess leadership and people management skills
Detail oriented, strong organizational skills and multi/tasking ability
Good analytical skills in order to evaluate and resolve problems
Fully bilingual. Must be able to communicate both orally and written
Microsoft Office
Proficient in utilizing the internet
Schedule and shift availability
Availability to travel to the USA


If you are willing to take new challenges in your professional career please send your resume to heliohr2010@gmail.com.