Descripción del Puesto
GlowTouch is growing and we are expanding into Santo Domingo! We are looking for an extraordinary Call Center Supervisor to join our motivated and ambitious team. Come be one of the pioneers at our newest location!What Will You Do?As a Call Center Supervisor, you will motivate Customer Care Representatives within your team, driving them to achieve their best, and strive to deliver customer experiences of the highest standard.Ideal candidates for this position will be outgoing, intelligent, dependable, and ready to take their career to the next level with a growing company.The position will be based at our new location at Plaza Central in Santo Domingo and will:
- Lead and inspire a team of Customer Care Representatives to deliver excellent levels of individual/team performance and customer satisfaction
- Monitor daily workflow and ensure that correct procedures are followed
- Keeping up to date with business development and new product lines
- Support the Program Manager to highlight operational risks and areas of improvement
- Manage the fair and consistent application of performance management and disciplinary measures as necessary
- Identify system and workflow improvements to enhance the team’s efficiency
- Support agent escalations and manage according to established workflow
- Escalate any appropriate problems to senior management
- Works with team leadership to develop, implement and monitor CES development plans with an overall focus on customer service skills
- Performs other duties as assigned
Who You AreTo be considered, candidates are expected to have the following:
- Prior management experience with BPO call center preferred
- Excellent English communication skills- verbal and written
- Excellent leadership and communication skills
- Experienced with Human Capital Management (HCM) systems, payroll, or accounting practices a big plus.
- Strong customer service skills including call center client processes and procedures
- Strong coaching and people-development skills through call-listening, quality feedback, etc.
- Ability to deal with demanding customers and escalations
- Energetic with ability to motivate the team
- Creative thinking
- PC literate, including Microsoft Office products
- Strong organizational skills
- Excellent interpersonal skills
- Excellent negotiation skills
- Ability to work in a team environment
- Ability to meet or exceed performance goals
Who We AreGlowTouch is a Louisville KY USA-based company that provides personalized contact center, business processing, and technology outsourcing solutions. In nearly two decades of operations, we have grown from a few employees in a single location to global company with thousands of staff members who support an international clientele. “Putting People First” is not just a motto; it’s who we are and what we do. We value our employees, customers, and communities. We don’t hire for jobs; we help employees map out careers with us and have an enviable retention rate. Many clients have been with us for decades because we go beyond doing what is expected. A lot of companies talk of having a family atmosphere; we put those words into action.Education: High School Diploma or equivalent education experience is required.Location: This position is located in our NEW contact center at Plaza Central in Santo Domingo.Hours: Must be flexible to work weekends and evenings to meet business needsBenefits: GlowTouch offers benefits under required law. Additional perks will be shared during interview.GlowTouch is a certified woman-owned business and an EOE employer who welcomes diversity.