Contact Center Supervisor
hace 3 semanas
Contact Center Supervisor Apply for the Contact Center Supervisor role at 1840 & Company. Overview Supervisors are responsible for managing and coaching agents, handling challenging situations, shifting priorities, preparing reports for clients and program managers, and ensuring service levels and quality objectives are achieved. Working Schedule Monday–Friday, 8:00 AM – 6:00 PM CST Job Details Employment Type: Contract Employee Department: Customer Service/Support Job Level: Intermediate Experience: 2 Years Required Skills General Skills: Customer Satisfaction, Escalation Handling Soft Skills: Active Listening, Communication Responsibilities Review team attendance regularly and set goals for those not aligned with the Contact Center Representative Attendance Policy. Ensure all project goals are met; adapt goals as client expectations change. Review efficiency, performance, and call reports to identify concerns; implement goals or Performance Improvement Plans as needed. Identify agents who do not consistently contribute to project and team performance. If supervisors do not meet performance goals, evaluations and Process Improvement Plans will be implemented; may result in verbal or written warnings, removal or reassignment, or termination. Attendance: Must be present for scheduled shifts and support overtime requirements; notify Program Manager, team members, and co‑supervisors if absent; leverage virtual tools to communicate availability. Team Building and Motivation: Motivate employees through praise, recognition, and rewards; support agents via coaching and recognize excellence. Collaborate with peers and mentor Team Leads for professional development. Leadership: Lead by example, setting standards in work quality, demeanor, attendance, flexibility, and accountability. Build credibility: Honest, approachable, respectful, and ethical. Problem‑solve and focus on solutions in difficult situations. Quality Standards: Monitor and coach employees according to client expectations; review QA reports; implement Quality Improvement Plans as needed; provide additional training or one‑on‑one sessions for agents below project goals. Time Management: Organize and prioritize responsibilities effectively; balance urgent and important tasks. Communication: Communicate effectively and respectfully with agents, peers, and clients; set clear expectations, provide feedback, and encourage team development; share relevant information and encourage idea exchange; respond to requests timely; maintain confidentiality of employee information. Qualifications C1 English level. 2 to 3 years of experience as a supervisor in a Contact Center. Salary & Benefits Pay: Hourly, $10.20 – 10.20. Working Hours: Monday–Friday 08:00 – 18:00. Additional Requirements Tech Requirements: Windows or Mac. Language: English. About The Company 1840 & Company is a global leader in Business Process Outsourcing (BPO) and remote talent solutions, dedicated to propelling businesses forward through our comprehensive suite of services. We specialize in connecting companies with world‑class freelance professionals and delivering top‑tier outsourcing services across over 150 countries worldwide. #J-18808-Ljbffr
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Impactful Contact Center Supervisor
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Pachuca, México 1840 & Company A tiempo completoA leading BPO and outsourcing firm is seeking a Contact Center Supervisor to manage and coach agents effectively. In this role, you will ensure service levels and quality objectives are met while providing guidance and support to your team. The ideal candidate will possess 2-3 years of experience in a similar supervisory position and a C1 English level. This...
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