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Contact Center Supervisor

Job Location: San Jose

Regional Description: Costa Rica

Job Number: 00610268

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- Job description

Key Responsibilities / Activities

 

         Leads low to medium complexity work stream on a project under the direction of a more senior Lead.

         Manage the project from scoping and requirements through deployment for an end-to-end project or specific area of a project

         Escalate issues to management which cannot be resolved at the program/project level

         Ensure resolution of cross segment/team project issues, risks, and/or conflicts and stakeholders clearly understanding on what risks will or will not be mitigated

         Report and manage overall project/release status back to the project sponsor and stakeholders

         Take responsibility for end-to-end solution delivery, ensuring timely delivery of high quality project deliverables through effective team communications and focus on quality including but not limited to all change requests

         Ensure that the project team follows all quality assurance processes, including periodic reviews and transitions

         Mentor and provide guidance to project resources to continually improve program/project productivity.

         Proactively assign work and provide instructions, advice and technical/business leadership and guidance to project staff; review work in progress in a timely manner and assess completed work for accuracy, required results and quality

         Develops and maintains knowledge of customer and customer specific business environment

         Develops and maintains an understanding of customer Service Level Agreements and department's/product's key performance requirements

         Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings

         Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback

  May promote client products and services by suggesting additional or alternative products to meet customer's needs 

Skills Requirements

         Bachelor degree or 3 years diploma with preferable experience on Service Now/ticketing systems

         Excellent communication and written skills in English, with strong empathy

         Client/Customer handling experience

         Excellent customer service skills

         Proficient in Metrics and Reporting

         Proficient in MS Office including MS Excel, Word and PowerPoint

         Expertise handling escalations and customers

         Able to balance competing priorities

 

 

Previous Experience

 

         +3-5 years experience as a Supervisor  in customer service industry.

  • Experience managing 5+ support professionals

 

Language Requirements: Excellent English communication skills (Written and Oral)

 


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