Are you customer-focused and searching for an opportunity grow professionally?

If yes, then come build your career with Unicomer Group!

We are dynamic and fast-paced retail organisation spanning 24 countries, with over 1000 stores and 16000 talented and engaged retail professionals across Latin America, the Caribbean and USA. Unicomer Group is the owner of established brands within the Caribbean, including, Courts, Optical, Ready Finance, Radio Shack and Lucky Dollar.

We are recruiting a customer-oriented and highly motivated leader who will join our Call Centre as an Inbound Contact Centre Supervisor to oversee the daily operations of the Contact Centre and assist in executing strategies that will lead to customer satisfaction, retention and increase in revenue.

The successful candidate will have key accountabilities as follows:

Maintain and assist in the management of Contact Centre operations by monitoring system performance; agent scheduling, managing system and process improvement, which would lead in the achievement of assigned SVL (Service Levels) and improved customer service.

Conduct quality assurance exercises; via monitoring agent calls and generating monthly reports on agent call performance on a monthly basis.

Meets Contact Centre financial objectives by achieving telesales targets.

Manage the customer care process for all internal and external customer complaints escalated to the Contact Centre.

Manage all the listening posts in the Contact Centre and ensure that the VOC data is analyzed and sent to the Customer Experience Manager on a weekly basis.

Prepare Contact Centre performance reports by collecting, analyzing, and summarizing data and trends.

Manage inbound projects that would assist in the timely delivery of complaints that would assist in the management of customer service.

Communicate weekly targets and conducts regular coaching sessions.

Personnel Specification:

Qualifications/Education:

• Diploma or Certificate in Management/Marketing

• Computer literate to a basic level with knowledge of Microsoft Office Suite

Experience and Training:

• Minimum of 2-3 years’ experience in a supervisory/customer service position.

• Experience in working in a call centre setting would be an asset.

Knowledge, Skills and Abilities:

• Good people management skills

• Good report writing skills

• Good communication and conflict resolution skills

• Ability to interact with people and handle stressful situations

• Emphasizing excellence through process improvement

Personal Characteristics:

• Customer service focused

• Self-motivated

• Goal oriented

• Persistent

• Assertive

• Strong leadership qualities

• Team player

WHY SHOULD YOU APPLY?

You will be a key contributor with the largest retailer in the OECS and you will work with a team of great people who use their talents every day to bring value home to our thousands of customers.

We are Caribbean at heart, value diversity as well as the immense passion and flavour our people bring to the workplace. We are therefore keen on building and preserving our community and culture.

We also offer a highly competitive total rewards package and provide excellent growth opportunities cross functionally.

LOCATION – St. Lucia

INTERESTED?

Join us! Come be a part of a team that works together to provide customers with amazing service!

Send your completed Application and CV to humanresource_slu@unicomer.com before 1st February 2022.