Contact Center Supervisor - Monterrey, México - ContactPoint 360

ContactPoint 360

Empresa verificada

Monterrey, México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Summary of Primary Job Responsibilities:

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)

Uptodate 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, problemsolving, 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 performancemanaged 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