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Operations Supervisor

hace 2 meses

Monterrey, Nuevo León, México Resultscx A tiempo completo
{"**Job Summary**

We are seeking a highly motivated and experienced Operations Supervisor to join our ResultsCX team. As a key member of our customer experience team, you will be responsible for providing world-class support to our call center agents and clients' customers, while consistently driving to exceed performance targets.

**Key Responsibilities:**

* Directly manage a team of 10 or more agents, including hiring, discipline, and payroll documentation
* Identify and prioritize agent development areas
* Provide coaching and training to agents to improve performance and customer satisfaction
* Maintain target levels of performance required by the client
* Provide motivational techniques to promote team building and increase team and Call Center morale
* Multitask, listen, and input data to resolve customer issues
* Ensure all agent reference materials are up to date
* Conduct phone call monitoring and desk-side coaching to ensure high levels of customer service
* Ensure agents have working equipment and necessary items to do their job

**Requirements:**

* Consistent attendance and punctuality
* Experience as a mentor or team lead
* Ability to exceed KPIs and drive performance
* Proficient knowledge of inbound contact center environment
* Excellent phone skills, customer service skills, analytical and troubleshooting expertise
* Solid verbal and written communication skills
* Ability to multi-task, handle escalated calls, and upset customers in a professional and courteous manner
* A flexible schedule
* Analytical and troubleshooting expertise
* Ability to develop and motivate a team
* Superb listening, probing, negotiation, and deescalation skills

**Why ResultsCX?**

* Employee performance incentives and prizes
* Frequent employee events, games, parties, and fun in the workplace
* Healthcare benefits
* Paid training
* Opportunity to grow with ResultsCX

**About ResultsCX:**

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX's 30+-year track record for reimagining the customer experience to meet consumers' evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.