*job brief*
estamos buscando un *supervisor de centro* de llamadas competente para organizar y dirigir el personal de nuestro centro de llamadas.
serás responsable de evaluar su trabajo y darles retroalimentación para maximizar el rendimiento.
the goal is to achieve drive excellent performance from your team that will bring sustainable business growth.
*responsibilities / responsabilidades*
- assist in the formulation of targets for individuals and teams
- hire and onboard new employees
- answer questions from staff and provide guidance and feedback
- anticipate escalation and take over calls when needed
- devise ways to optimize procedures and keep staff motivated
- measure performance with key metrics such as call abandonment, calls waiting etc.
- ensure adherence to policies for attendance, established procedures etc.
- keep management informed on issues and problems
- prepare monthly/annual results and performance reports
*requirements and skills*
- proven experience as call center supervisor or similar supervisory position
- experience in customer service is essential
- proficient in english; good knowledge of additional languages will be a definite plus
- working knowledge of ms office
- tech savvy with knowledge of telephone equipment and relevant computer programs
- knowledge of performance evaluation procedures
- outstanding communication and negotiation abilities
- a results-oriented approach
- excellent organizational and leadership skills
- ability to work under pressure
*salary*: $162.24 - $202.79 per hour
*experience*:
- supervisor de call center: 2 years (preferred)