
Customer Service Manager
hace 6 días
VoiceTeam Call SRL believes in fostering a 'We Care' culture where employees feel valued and supported. We offer a dynamic work environment that promotes professional development, innovation, and collaboration.
This is the perfect opportunity for a leader who has a passion for operations, customer service, and delivering excellent results. As an Operations Supervisor, you will be responsible for overseeing daily operations, ensuring performance targets are met, and maintaining high service quality.
Responsibilities
We are looking for a skilled leader who can drive operational efficiency and foster a positive work environment. Key responsibilities include:
• Team Supervision & Performance Management: Lead and manage a team of agents, ensuring adherence to company policies, procedures, and performance goals.
• Monitor and evaluate team performance based on key metrics such as CSAT, FCR, response time, and escalation rate.
• Conduct regular coaching, training, and performance reviews to enhance employee skills and engagement.
• Implement retention strategies to reduce attrition and improve employee satisfaction.
• Operational Excellence & Process Improvement: Collaborate with Workforce Management (WFM) to ensure proper staffing levels and schedule adherence.
• Identify operational challenges, conduct root cause analysis, and implement process improvements.
• Ensure all customer interactions are documented accurately in the CRM or ticketing system.
• Ensure that the team provides outstanding customer service through various channels (phone, chat, email).
• Enforce compliance with quality assurance standards and service-level agreements.
• Work closely with QA and Training teams to enhance service quality and operational effectiveness.
Requirements
To succeed in this role, you should have:
• A Bachelor's degree in Business Administration or a related field.
• At least 2 years of experience in a call center environment.
• Proven leadership skills, with at least 1 year of experience in a leadership role (Team Lead, QA, or similar).
• Strong proficiency in CRM tools, ticketing systems, and Microsoft Office (Excel, Word).
• Familiarity with telecommunication, financial services, or utilities industries is an advantage.
• English language proficiency (B2 level minimum).
• Strong Spanish language skills (verbal and written).
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