Descripción del Puesto
We are seeking a highly motivated and experienced Contact Center Supervisor to join our team. As a Contact Center Supervisor, you will be responsible for overseeing the day-to-day operations of our contact center, ensuring that our team delivers exceptional customer service and meets performance targets. You will lead and motivate a team of contact center agents, monitor call performance, analyze data, and implement process improvements to enhance customer satisfaction and efficiency.
- Supervise and lead a team of contact center agents, providing guidance, training, and support to ensure exceptional customer service delivery.
- Monitor and evaluate agent performance, providing regular feedback, coaching, and recognition to drive continuous improvement.
- Analyze call center data and metrics to identify areas of improvement and implement strategies to enhance performance and efficiency.
- Develop and implement contact center policies and procedures to ensure compliance with company standards and regulatory requirements.
- Handle escalated customer inquiries, complaints, and issues, ensuring prompt resolution and customer satisfaction.
- Conduct regular team meetings to communicate performance expectations, updates, and process changes.
- Collaborate with other departments to optimize processes, resolve customer issues, and improve overall customer experience.
- Stay up to date with industry trends, best practices, and emerging technologies to drive innovation and improve contact center performance.
- Bachelor’s degree in Business Administration, Industrial Engineering, or a related field (preferred).
- Proven experience as a Contact Center Supervisor or similar role, with a track record of achieving performance targets and delivering exceptional customer service.
- Strong leadership and people management skills, with the ability to motivate and inspire a team.
- Excellent communication skills, both verbal and written, with the ability to effectively interact with customers and team members.
- Proficiency in using contact center software and CRM systems.
- Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
- Ability to work in a fast-paced environment and adapt to changing priorities.
- Flexibility to work shifts, including evenings, weekends, and holidays, as required.
Apply now using our Chatbot — 829-447-7720