Customer Service Supervisor in VoiceTeam Call SRL

hace 5 días


Santiago de los Caballeros, Santiago, República Dominicana VoiceTeam Call SRL A tiempo completo
About the Role

We are seeking an experienced Operations Supervisor to join our team at VoiceTeam Call SRL. As a key member of our operations team, you will play a vital role in driving business results, improving processes, and delivering exceptional customer experiences.

Your primary responsibility will be to supervise a team of customer service and technical support representatives, ensuring they meet performance targets and maintain high service quality. You will also be responsible for leading and managing a team, driving performance, and implementing retention strategies to reduce attrition and improve employee satisfaction.

To succeed in this role, you should have strong leadership skills, a problem-solving mindset, and a customer-focused approach. You should be able to lead and manage a team, drive performance, and implement retention strategies to reduce attrition and improve employee satisfaction.

Key Responsibilities:

  • Supervise a team of customer service and technical support representatives, ensuring they meet performance targets and maintain high service quality.
  • Lead and manage a team, driving performance, and implementing retention strategies to reduce attrition and improve employee satisfaction.
  • 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).


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