Descripción del Puesto
We are searching for a dedicated, supportive Call Center Supervisors who can coach and motivate representatives as they field calls and/or chats from clients. The supervisor will support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act as a resource to agents.
-Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
-Answering agent questions regarding best practices or difficult chat/calls.
-Identifying operational issues and suggesting possible improvements.
-Monitoring and evaluating agents performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
-Preparing reports and analyzing data to assist management as they determine call center goals.
-Working with other supervisors and management team members to support agents and maximize customer satisfaction.
-Two years of proven experience.
-Proficiency with technology, especially computers and software applications.
-Exceptional verbal and written communication skills.
-Strong understanding of the industry common standards, policies, and services.
-Ability to coach, train, and motivate employees and evaluate their performance.
-Excellent problem solving, leadership, and customer service skills.
-Analytical, efficient, and thorough.
-Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.