Customer Service Supervisor - Team Manager Call Center Operations

Sandy Bay, Hanover, jm
2019-06-26 12:57:43

Come join the Collective Solution Team, located  in Sandy Bay, Hanover We need excellent Customer Service Supervisors (Team Managers) to add to our Team. Apply now! 


The individual will direct and/or manage all activities associated with call center operations. In addition, the successful candidate will maintain and enhance services by organizing and evaluating delivery systems and procedures, supervise a staff of Customer Service Agents and work to develop and coach talent to ensure the successful operation of the team and organization.

Primary Responsibilities:

• Contributes to departmental business plans and priorities by applying company policies and procedures to resolve a variety of issues

• Sets priorities for team to ensure task completion; coordinates work activities with other supervisors

• Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills

• Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager

• Directs and/or manages all activities associated with Call Center/Chat Agent operations, including developing and implementing policies and procedures on systems

• Ability to navigate through multiple computer applications with speed and accuracy

• Establishes and implements performance and service standards

• Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations

• Ensures productivity meets or exceeds service and quality standards

• Assesses and analyses team performance, identifies performance gaps and provides feedback and coaching

• Provides guidance, leadership and motivation to promote maximum performance

• Assesses and evaluates current team competencies to develop a baseline of service opportunities

• Assists in training new employees and ensuring ongoing training is effective

• Measures service levels and tracking systems for program improvement

• Analyses and resolves customer service escalations

• Administers company personnel policies in all areas and follows company staffing standards and training recommendations

• Maintains adherence in areas such as attendance, punctuality and use of time-off


Qualifications & Skills:

• Minimum Bachelor's Degree or applicable work experience in a customer service role

• Has previous experience as a Supervisor/Team Manager in a call center

• Excellent communication and leadership skills

• Must be able to resolve team conflict/s

• Must be able to coach and mentor team members