Lead Contact Center Team to Excellence
2 days ago
Operations Supervisor
DescriptionWe are seeking an Operations Supervisor to lead a team of agents in delivering exceptional service across various campaigns. You'll be responsible for performance management, coaching, and ensuring operational excellence.
The ideal candidate will possess strong leadership, communication, and problem-solving skills, with proficiency in contact center tools, CRM systems, and reporting platforms. They should also have a minimum 3 years of experience in a supervisory role in a contact center.
Key Responsibilities
- Supervise daily operations and ensure adherence to KPIs and SLAs.
- Monitor agent performance and provide regular coaching and feedback.
- Manage schedules, attendance, and real-time adherence.
- Handle escalated customer issues and ensure timely resolution.
- Analyze performance reports and implement improvement strategies.
Requirements
- Strong leadership and communication skills.
- Proficiency in contact center tools and CRM systems.
- Minimum 3 years of experience in a supervisory role.
What We Offer
- Competitive compensation package.
- Benefits and opportunities for growth and promotion.
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