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! 

Purpose:

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