Customer Support Supervisor

hace 4 días

Heredia, Costa Rica 360training A tiempo completo

**360training**

**Customer Support Supervisor - Spanish/English**

**Responsibilities**
- Provide leadership, orientation, training, coaching, and mentoring to departmental staff.
- Assist with performance evaluations and disciplinary actions.
- Determine, coordinate, and supervise daily staffing assignments and staffing levels to ensure department service levels are met and exceeded.
- Ensure staff compliance with departmental and organizational policies, procedures, and protocols.
- Work collaboratively with leadership to meet and exceed call center performance standards.
- Manages and oversees a team of call center agents.
- Motivate agent growth and performance through weekly coaching interactions.
- Answer and support agent questions and escalations.
- Work collaboratively with leadership to meet and exceed call center performance standards.
- Drive quality customer experiences by listening and monitoring agent interactions.
- Track agent attendance to drive consistent capacity.
- Assist with onboarding process.
- Assist members by taking calls/chats during times of peak volume.
- Hold your team accountable to company policies and procedures.

**Qualifications**
- Bachelor’s degree or advance career on Business Administration, Economics or a related field, or equivalent experience.
- 2+ years of work-related experience
- Proficiency in Spanish and English Language.
- Advanced proficiency in Microsoft Excel, Word, and PowerPoint.
- Strong written and verbal communication skills; interacting with diverse personalities.
- Self-starter with excellent follow-up and time management skills; ability to multi-task.
- Capable of handling fast-paced, innovative, and constantly changing environment.
- Flexible and enthusiastic willingness to work with constant change.

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