Supervisor, Contact Center
UA Brands
San Jose, CR
hace 1 día


Our Call Center Supervisor will manage the Contact Center floor by supervising all of the front line Customer Service Representatives.

You are a resource who answers any questions the CCS's might have pertaining to customer issues or standard operating procedures, and you provide support and leadership throughout the department.

This role is critical for ensuring the team is consistently motivated, well trained and coached, and has high job performance.

The Call Center Supervisor oversees all the work done on a daily basis, and confirms key metrics are reached; if they are not reached, he / she provides direction based on Contact Center best practices.

Current Remote Work Opportunity available for Experienced Call Center Supervisor

Please note- Due to COVID-19, there is a temporary remote work requirement. You must be able to provide a high-speed internet connection and a distraction-free work area.

Hardware (laptop, monitor, headset, keyboard, mouse) will be provided. Ongoing remote work is currently being evaluated.

Essential Duties and Responsibilities :

  • Oversees and direct day to day work based on Contact Center volumes.
  • Monitors performance and provides feedback and coaching as necessary.
  • Responds to Customer Care Specialist issues and questions as necessary.
  • Participates in special projects as identified by the Contact Center Manager.
  • Develops and executes coaching plans based on employee needs and as directed by upper management
  • Mentors, develops, and motivates agents to exceed set performance goals.
  • Create and maintain a motivating and positive working environment.
  • Utilize monitoring systems to evaluate and impact performance to ensure agents are meeting expectations in all areas of performance, quality and compliance.
  • Dedication to getting the job done with a sense of urgency.
  • Resolve escalated customer concerns to determine appropriate action, balancing superior service with fiscal responsibility.
  • Required Skills :

  • Bachelor s degree preferred.
  • Business Management or related fields.
  • Contact Center experience.
  • Customer Service experience.
  • Coaching and training experience.
  • Must be fluent in English.
  • Workplace Requirements

  • A quiet, private, distraction-free work environment without any conflicting responsibilities during your scheduled work shift.
  • Minimum Internet Speed : 5MB Download & 2MB Upload based on You will be required to submit proof of speed using
  • If you share our passion to transform every customer interaction into a rewarding long-term relationship, you’ll love our team. Reach out to us now!

    Watch your email here’s what happens next :

    We look forward to reviewing your application! If your background is a promising fit for the position, you’ll get an email from us within 3-4 business days which will include a link to our online Candidate Assessment.

    Why do we request this assessment?

    A big reason why UA Brands is such a rewarding place to work and why so many employees thrive here is the extra time we invest during the hiring process.

    We want to make sure our potential candidate will be a great addition to our family! This assessment allows us to get to know you better, which also helps you determine if we’re the right fit too.

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