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Call Center Supervisor

1 month ago

Austin, United States Techworkers Full time

Key Responsibilities

• Lead a team of customer service representatives, fostering a collaborative and inclusive working environment.

• Develop training programs and initiatives to enhance team skillsets and performance.

• Conduct regular performance evaluations, providing feedback and guidance to team members.

• Ensure the delivery of high-quality customer service, exceeding client expectations and fostering long-term relationships.

• Resolve complex customer issues, working closely with other departments to find solutions.

• Develop and implement strategies to improve customer satisfaction and loyalty.

• Streamline current processes and procedures to enhance operational efficiency.

• Collaborate with the innovation team to implement new technologies and strategies to improve the customer service experience.

• Monitor and analyze customer service metrics to identify areas for improvement and develop strategies to address them.


Qualifications

• Bachelor's degree and/or equivalent experience of 5 years or more in the customer service sector.

• Proven experience in leading and developing a team.

• Exceptional communication and interpersonal skills.

• Ability to multitask and adapt to changing responsibilities.

• Strong analytical and problem-solving skills.

• Proficiency in using customer service software and CRM systems.

• Bilingual in Spanish/English