Customer Service Supervisor

hace 1 semana

San José, Costa Rica TransPerfect A tiempo completo

TransPerfect Is More Than Just a Job

Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.

Team Supervisors are responsible for overseeing the day-to-day operations of their team. Primary role is coaching and developing employees to deliver an exceptional customer experience.

Position responsibilities:

- Ability to coach and develop direct reports to deliver exceptional customer service
- Ability to inspire and motivate employees to create a highly engaged, positive culture
- Develops, recommends, and implements measures to improve productivity, performance, quality, and career path for customer service representatives
- Documents all coaching/development sessions in a timely manner. Have good business writing skills
- Responsible for all daily administrative duties (e.g., timecard administration, payroll, etc.) as required
- Responsible for communicating policy updates and company information through team meetings, huddles, and one-on-one development sessions
- Assists in research and analysis work efforts by providing input for forecasting, training program assessment, and quality assurance program calibration
- Identifies and resolves operational problems by taking initiative, ability to get to root cause, and create action plans to achieve resolution
- Interaction with cross-functional support groups in order to manage the day-to-day operations
- Understand financial impact of attrition and attendance and ability to deliver improvements in these areas
- Act professionally with regards to appearance, conduct, coworker interactions, and promptness

Required/preferred knowledge, skills and abilities:

- High School Diploma or General Equivalency Diploma
- Bachelor’s Degree Desired
- Minimum of one year supervisory experience
- Previous experience in a call center environment
- Exceptional customer service experience
- Experience leading a team of 15+ employees
- Excellent oral and written communication skills
- Excellent time management skills
- Strong interpersonal and communication skills - ability to deliver constructive feedback and inspire employees to deliver positive results
- Ability to multitask on a daily basis
- Ability to adapt well in a changing environment
- Solid understanding of Word, Excel, and MS Office suite
- Experience with Workday a plus

TransPerfect provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by states, federal, or local law.

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