Contact Center Supervisor

hace 2 semanas


San Francisco, Heredia, Costa Rica Equifax A tiempo completo

**About the Team**

Our Contact Center team is a dynamic and fast-paced environment where we strive to deliver exceptional customer experiences. As a Supervisor, you will play a critical role in leading our team to achieve our goals and exceed customer expectations.

**Key Responsibilities**

  • Lead a team of 10-20 agents and ensure they meet business KPIs.
  • Monitor team performance and provide coaching and feedback to improve productivity and efficiency.
  • Analyze team production metrics to identify opportunities for improvement.
  • Collaborate with key resources to identify process improvement initiatives.

**Requirements**

  • High School degree Diploma or equivalent.
  • English proficiency, level B2 or C1 (verbal and written).
  • Previous experience as a Supervisor, SME or Backup supervisor, floor support or Tier 3 agent.
  • GCC -GCS cross-trained.

**What Sets You Apart**

  • Previous experience in Training or Quality Departments.
  • Knowledge of coaching techniques, outbound calls, and escalations techniques.
  • Familiarity with tools such as Spotfire, Genesys, Time Tracker, Workflow, and Tableau.

**Benefits**

We offer comprehensive compensation and healthcare packages, on-site doctor and paramedics service, life insurance, gym facilities, collaborative workspaces, free transportation and parking, subsidized cafeteria, solidarity association, and organizational growth potential through our online learning platform.



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