Contact Center Supervisor
Contactpoint 360
- Nuevo Leon
- Permanente
- Tiempo completo
- The Team Leader (Supervisor) is responsible for managing, motivating, and coordinating the account's activities to reach the objectives and service levels defined by the account.
Ensuring that calls are handled professionally.
- Provides direction and guidance to guarantee the consistent achievement of key performance metrics
- Achieves, measures, reports, and communicates metric goal attainment for assigned team
- Ensures accurate and timely communication of client and campaign issues to the Operations Manager
- Consistently achieves goals for Quality, AHT, CSAT, VOC, NPS, and call monitoring per week for assigned team.
- Coaches, mentors, and develops agent team for skills expansion and promotional opportunities
- Monitors, identify, and resolve performance/behavior/attendance issues using prescribed performance management techniques
- Maintains current employee records on direct reports
- Provides Subject Matter Expertise
- Ensures training needs of subordinates are met
- Modifies operations as needed to meet service level agreements under the supervision of the Operations Manager
- Resolves escalated customer issues and Holds team meetings on a regular basis with direct reports
Typical Qualifications: (education, experience, knowledge, skills, and abilities typically needed to perform this job)
- Up-to-date management skills and understanding of employee motivation
- Understanding of key performance indicators including the working knowledge to drive appropriate behavior
- Good oral and verbal communication skills and Team Player
- Good leadership, coaching, and interpersonal skills
- Good analytical, problem-solving, and work under pressure skills
- Excellent ability to coach and performance manage agents
- Ability to show eagerness to take in calls and role model behaviors that their agents can follow
- Ability to respond positively to changing environment
- Ability to motivate and encourage agents
- Ability to maintain and practice high standards of customer service
- Ability to work independently and in a team
- Good listening and communication skills
- 1+ years of collections experience in a similar performance-managed environment.
- Computer literacy (MS Excel and MS Word)
- At least 1 year of experience in a related field
- At least 1 year of experience as a supervisor
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