Senior Supervisor

hace 2 semanas

Colombia ContactPoint 360 A tiempo completo

Who You Are:
Job Requirements
- Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments
- Establish high standards for productivity, quality, customer service as well as define user guidelines
- Develop company systems for customer interaction and voice response and control the implementation process
- Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures
- Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations
- Summarize, collect and analyze call center trends and data for regular performance reports
- Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed.
- Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects
- Conducts open forums and team meetings to communicate productivity and performance goals and to motivate employees
- Demonstrate sound judgment and fairness when administering policies and procedures.
- Experience with forecasting/scheduling and related software packages
- Proven ability to manage people, processes, and technology
- Strategic thinker and tactical implementer
- Should possess leadership abilities and skill, such as the ability to build teams and manage operational, organizational and financial elements
- Ability to influence and motivate others
- Superior written and verbal communication skills
- Demonstrated success managing new initiatives while meeting operating and budgetary requirements
- Must have strong technical, people management, implementation and process improvement skills
- General business acumen, including reporting and analysis, presentation skills, and organizational abilities.

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