Supervisor – Contact Center no later than 12 pm on Friday September 9th , 2021

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Position: Supervisor – Contact Center
Reports To: Performance Manager– Contact Center
Type: Full-Time - Hourly
Number of Openings: Multiple
Supervisor – Contact Center – As Supervisor, your role will be to set targets, measure, coach and maximize performance for both individuals and teams of up to 20 members.

Work with Specialists and Teams to guide performance to meet partner KPI's
Partner with Training and QA to prepare nested Specialists for production
Measure performance, analyze data and prepare reports for senior management and/or partners
Provide Specialists with guidance, best practices and feedback and partner with them for success in achieving goals
Develop action plans for performance improvement and follow through to completion
Help to optimize procedures, identify operational issues and suggest possible improvements
Carry out senior management and partner directives
Coach, motivate and support Specialists
Ensure that team members adhere to company performance standards, policies and procedures
Maintain attendance, adherence and performance records
Ensure successful communication to teams
Work with other Supervisors and Management to support the organization and guarantee maximum customer satisfaction
Handle customer/client escalations to final resolution
Contributing feedback to help improve internal processes as well as the Caseworks platforms.
Working with colleagues across operations, sales and customer success in order to meet the requirements of our clients.
Communicating with clients to help resolve any outstanding issues.

Minimum knowledge, skill and/or ability required to perform job functions:
Superior interpersonal skills and professionalism
Strong understanding of company programs, policies, services and products
Ability to remain calm and courteous under pressure and expertly navigate tense situations, especially during busy hours
Ability to solve problems at a tactical and functional level
Excellent oral and written communication skills
Solid work ethic and unquestioned integrity
Self-motivating, entrepreneurial spirit with the ability to be resourceful and take initiative
Exceptional spoken and written English skills
Demonstrates critical thinking ability
Highly organized and adept at multitasking
Consistently high performance
Maintain Quality scores at 95% or above
Reliable attendance and schedule adherence
If you are interested in applying for this position, please email your resume and cover letter clearly stating the position you are applying for to Eusezhann Charles-Wilson, Senior Manager, at no later than 12 pm on Friday September 9th , 2021

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