Call Center Supervisor
hace 1 semana
Bogotá, Bogotá D.C., CO, 111611**Description**:
- At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional.- Are you an exceptional listener who
- **_AIMS HIGHER.REACHES FARTHER_** when it comes to challenges and solving problems? Can you
- **_ACT BOLD.BE PASSIONATE_** with your impressive communication skills, empathy, and strong persuasion? Can you
- **_BE ONE.HELP MANY_** in a way that provides a positive experience? Do you want to
- **_BE DIFFERENT.BE YOU_** and
- **_LEARN MORE.TAKE ACTION_**:
- ?_
**JOIN OUR TEAM TODAY**
- We are now hiring a
- **Call Center Supervisor** to work onsite in Bogota Colombia. The Call Center Supervisor I, is responsible for organizing, directing the day-to-day activities related to the operation of the Call Center. Also, for managing, training, and guiding call center agents in performing their duties. Provides support, reports, and resolves problems and complaints. Monitors agents and contact center performance and analyzes reports. Responsible for having a practical mind to solve problems on the spot, collaborated with an ability to see the “big picture” and make improvements. Focus on goals to increase customer satisfaction and to ensure our agents meet their weekly, monthly, and quarterly quotas.**Essential Duties and Functions**: include the following. Other duties may be assigned.- Supervises plans and manages functions related to the call center. Oversees and directs the day-to-day activities of the call center agents.
- Monitoring team performance to ensure that the call center goals are met and supporting call center quality and training efforts.
- Acts as a source of information and answers agents’ questions, assigns tasks, follows up and gives instructions as necessary.
- Review statistical reports with management/agents to identify trends and assess performance.
- Identify call center improvement opportunities to increase effectiveness and efficiency.
- Identifying operational issues and suggesting possible improvements.
- Assist in the overall performance standards by answering incoming calls, handling escalated calls, and conducting outgoing calls as needed to achieve goals.
- Devise ways to optimize procedures and keep staff motivated.
- Measure performance with key metrics such as call abandonment, average speed of answer and average talk time.
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
- Working with other supervisors and management team members to support agents and maximize customer satisfaction.
- Assists with QA monitoring, feedback, coaching
- Anticipate escalation and take over call when needed.
- Pursues a course of personal, professional development.
**BENEFITS & PERKS**:
- The base monthly salary
- 3,168,000 COP
- Paid Training
- Comprehensive health insurance package
- Paid vacation and holiday time off.
- Great work environment
**Competencies**:
- Results-driven - the ability to manage multiple queues to meet client expectations regarding average speed of answer, abandonment rate, and quality goals.
- Customer/Client Focus - the tendency to strive to exceed customer expectations.
- Effectively elicit first-hand customer information and use it to resolve their queries.
- Planning/organizing—the individual prioritizes and plans work activities and uses time efficiently.
- Interpersonal skills—the individual maintains confidentiality, remains open to others' ideas, and exhibits willingness to try new things.
- Oral communication—the individual speaks clearly and persuasively in positive or negative situations and demonstrates group presentation skills.
- Written communication—the individual edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information.
- Adaptability—the individual adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
- Leadership - the individual manages work groups, works to develop others, build, and maintain relationships, can effectively set vision and strategy and manage change.
- Safety and security—the individual observes safety and security procedures and uses equipment and materials properly.
**Qualifications**:
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions:
**Required**:
- High School Diploma/GED
- Proficient with MS Office
- Ability to maintain a high level of con
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