Contact center supervisor

Descripción general

Key Responsibilities / Activities

• Leads low to medium complexity work stream on a project under the direction of a more senior Lead.
• Manage the project from scoping and requirements through deployment for an end-to-end project or specific area of a project
• Escalate issues to management which cannot be resolved at the program/project level
• Ensure resolution of cross segment/team project issues, risks, and/or conflicts and stakeholders clearly understanding on what risks will or will not be mitigated
• Report and manage overall project/release status back to the project sponsor and stakeholders
• Take responsibility for end-to-end solution delivery, ensuring timely delivery of high quality project deliverables through effective team communications and focus on quality including but not limited to all change requests
• Ensure that the project team follows all quality assurance processes, including periodic reviews and transitions
• Mentor and provide guidance to project resources to continually improve program/project productivity.
• Proactively assign work and provide instructions, advice and technical/business leadership and guidance to project staff; review work in progress in a timely manner and assess completed work for accuracy, required results and quality
• Develops and maintains knowledge of customer and customer specific business environment
• Develops and maintains an understanding of customer Service Level Agreements and department's/product's key performance requirements
• Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings
• Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
• May promote client products and services by suggesting additional or alternative products to meet customer's needs

Requisitos para aplicar

Skills Requirements
• Bachelor degree or 3 years diploma with preferable experience on Service Now/ticketing systems
• Excellent communication and written skills in English, with strong empathy
• Client/Customer handling experience
• Excellent customer service skills
• Proficient in Metrics and Reporting
• Proficient in MS Office including MS Excel, Word and PowerPoint
• Expertise handling escalations and customers
• Able to balance competing priorities


Previous Experience

• +3-5 years experience as a Supervisor in customer service industry.
• Experience managing 5+ support professionals

Language Requirements: Excellent English communication skills (Written and Oral)