Customer Service Supervisor

SUMMARY:

A company that is a global leader in contact centre solutions, that maintains meticulously high standards for customer care and uses innovative systems technologies is looking for a well-spoken and dynamic Customer Service Supervisor to join their world-class team.

POSITION INFO:

Responsibilities:

- Hiring, training, and preparing call centre representatives to respond to customer questions and complaints and troubleshoot problems with services or products
- Ensuring agents understand and comply with all call centre objectives, performance standards, and policies
- Answering agent questions regarding best practices or difficult calls
- Identifying operational issues and suggesting possible improvements
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
- Preparing reports and analysing data to assist management as they determine call centre goals
- Working with other supervisors and management team members to support agents and maximise customer satisfactionSkills & Experience:

- High school diploma or equivalent, however further education, especially in management, is preferred
- 2 years’ call centre supervisory or leadership experience
- Proficiency with technology, especially computers, software applications, and phone systems
- Advanced English
- Exceptional verbal and written communication skills
- Ability to coach, train, and motivate employees and evaluate their performance
- Excellent problem solving, leadership, and customer service skills
- Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

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