Supervisory Leader
hace 4 semanas
We are seeking a highly skilled Supervisory Leader to join our team at ContactPoint 360. As a leader, you will be responsible for supervising and leading a team of call center agents, ensuring they meet performance standards and adhere to company policies.
Key Responsibilities:
- Conduct regular performance evaluations and provide constructive feedback to agents.
- Develop and implement customer service policies to enhance the customer experience.
- Monitor call center operations to ensure efficiency and effectiveness in handling customer inquiries and complaints.
- Oversee scheduling to ensure adequate staffing levels and manage shift assignments.
- Track and analyze key performance indicators (KPIs) such as call handling time, customer satisfaction scores, and first-call resolution rates.
Requirements:
- Minimum of 3-5 years of experience in a call center environment, with at least 2 years in a supervisory or managerial role.
- Proficiency in contact center software and workforce management tools.
- Strong analytical and problem-solving skills, with the ability to make data-driven decisions quickly.
- Excellent communication skills, both written and verbal, with the ability to convey complex information clearly and concisely.
About Us:
ContactPoint 360 is a fast-growing BPO that invests in its people and develops them into future leaders. We are committed to creating a culture where innovation and empathy are not just buzzwords, but a way of life.
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