Customer Service Supervisor

Full time Itelbpo Smart Solutions in Contact Center
  • Vieux Fort, Saint Lucia, Vieux Fort, Saint Lucia View on Map
  • Post Date : February 7, 2021
  • Apply Before : April 8, 2021
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Job Description

To provide support, leadership and guidance to a team of Customer Service /Sales Representatives while ensuring the successful delivery of quality service to the Clients.

 

KEY RESPONSIBILITIES:

  • Meet contractual KPIs on a consistent basis.
  • Support and Lead the team of CSR on a shift coverage basis.
  • Create and maintain a professional environment to keep performance and motivation high
  • Review agents’ daily results, concentrating on performance and contractual standards
  • Maximize overall production
  • Assist with the development of each agent
  • Resolve customer escalations by working with the customer and Team Manager
  • Participate in meetings, conferences, and team activities.
  • Liaise with clients on day-to-day operational topics in Team Manager’s absence.
  • Conduct weekly one-on-one coaching sessions (averaging 30 minutes per session) on a consistent basis with agents
  • Identify any and all potential staffing concerns to the Team Manager
  • Complete assignments on time and as requested
  • Complete other related responsibilities as may be assigned from time to time
  • Serve as the first point of escalation for procedural issues.
  • Work closely with Operations Manager to coordinate efforts towards meeting deadlines and clarifying priorities.
  • Support Operations Manager and WFM to ensure the team is properly scheduled and that individuals adhere to the schedule.
  • Adhere to stated policies and procedures of the Company.
  • Adhere to procedures relating to the proper use and care of equipment and materials for which the role has responsibility.

 

KEY COMPETENCIES:

  • Excellent leadership skills
  • Excellent problem analysis and problem-solving skills
  • Excellent communication and interpersonal skills
  • Attention to detail, accuracy and time management
  • Ability to follow written and oral instructions and communications.
  • Flexibility and adaptability while maintaining professionalism
  • High level of competence in MS Office

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