Contact Center Supervisor
hace 2 semanas
**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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