Summary of the position
- Supervise and direct team leaders and agents in their day-to-day management of customer service, ensuring adherence to established procedures and policies.
- Set clear goals and objectives for the customer service team and ensure they are achieved.
- Monitor and analyze performance metrics, including service quality, response time, customer satisfaction, and productivity.
- Work closely with other departments to resolve complex issues and ensure service tickets are resolved.
- Identify process and system improvement opportunities within the department, propose solutions, and work with the team to implement them.
- Ensure the customer service team is trained and equipped with the necessary tools to perform effectively.
- Motivate and direct the customer service team to maintain a positive culture and high levels of engagement and job satisfaction.
- Prevent accumulation of tickets: Backlog.
- Create strategies to ensure all tickets are followed up diligently on a daily basis.
Soft Skills Required
Leadership skills: Must be able to inspire and motivate a team to perform their best.
Be able to set clear goals and objectives, communicate expectations, provide feedback, and support a team.
- Communication skills: Must have excellent communication skills, should be able to communicate effectively with the team, customers, and other departments.
Should be able to also listen actively respond to feedback in a constructive manner.
- Problem-Solving Skills: Must be able to identify problems and find solutions quickly and effectively, also to think critically and make informed decisions to resolve issues.
- Time Management Skills: Must be able to prioritize tasks and manage their time effectively, also to juggle multiple tasks and responsibilities without sacrificing quality or productivity.
- Empathy: Should have a high level of empathy and be able to understand the needs and concerns of the team and customers, also to respond with compassion and sensitivity to difficult situations.
- Patience: Must have a great deal of patience and to handle difficult customers and situations with calmness and composure.
- Adaptability: Should be able to adapt to changes quickly and effectively and to respond to new challenges and situations with flexibility and creativity.
- Positive Attitude: Should maintain a positive attitude even during difficult situations and to remain upbeat and optimistic to maintain team morale and customer satisfaction.
Required
Bachelor's degree in business administration, communications, marketing, or a related field is preferred.
- Strong communication skills.
- Advanced level of Microsoft Office, particularly, Excel.
- Ability to work in a fast-paced environment.
- 3 to 5 years of experience in the customer service/ contact center industry.
- 1 to 2 years of experience in the industry as a Team Lead or Supervisor.
- Critical thinking.
- Strong analytical skills.
- Service Contracts / warranty / claims experience
**Salary**: $1,200.00 - $1,800.00 per month
Experiência:
- Supervisor: 1 año (Deseable)
Work Location: On the road