Contact Center Supervisor
San Jose, Costa Rica
hace 31 días
  • Job description
  • Key Responsibilities / Activities

  • Leads low to medium complexity work stream on a project under thedirection of a more senior Lead.
  • Manage the project from scoping and requirements through deployment foran end-to-end project or specific area of a project
  • Escalate issues to management which cannot be resolved at theprogram / project level
  • Ensure resolution of cross segment / team project issues, risks, and / orconflicts and stakeholders clearly understanding on what risks will or will notbe mitigated
  • Report and manage overall project / release status back to the projectsponsor and stakeholders
  • Take responsibility for end-to-end solution delivery, ensuring timelydelivery of high quality project deliverables through effective teamcommunications and focus on quality including but not limited to all changerequests
  • Ensure that the project team follows all quality assurance processes,including periodic reviews and transitions
  • Mentor and provide guidance to project resources to continually improveprogram / project productivity.
  • Proactively assign work and provide instructions, advice andtechnical / business leadership and guidance to project staff;
  • review work inprogress in a timely manner and assess completed work for accuracy, requiredresults and quality

  • Develops and maintains knowledge of customer and customer specificbusiness environment
  • Develops and maintains an understanding of customer Service LevelAgreements and department's / product's key performance requirements
  • Demonstrates understanding of the customer's business needs or marketand maintains high customer satisfaction ratings
  • Seeks opportunities to improve knowledge, skills, and performance byreviewing knowledge base content, practicing skills and being receptive tocoaching and constructive feedback
  • May promote client products and services by suggesting additional or alternative products to meet customer's needs

  • Basic qualifications
  • Skills Requirements

  • Bachelor degree or 3 years diploma with preferable experience on ServiceNow / 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 Supervisorin customer service industry.
  • Experience managing 5+ support professionals
  • Language Requirements : ExcellentEnglish communication skills (Written and Oral)

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