Deskripsi Pekerjaan
Join ResultsCX as a Call Center Supervisor and lead our mission to deliver world-class customer experiences. In this pivotal role, you'll empower agents to exceed performance targets while ensuring exceptional service delivery for our diverse clientele. Your leadership will drive operational excellence through team coaching, quality assurance initiatives, and strategic performance optimization. This position offers the opportunity to shape service standards, mentor talent, and implement innovative solutions that enhance both agent productivity and customer satisfaction.
As a key stakeholder in our service ecosystem, you'll collaborate with cross-functional teams to resolve complex customer escalations, analyze performance metrics, and implement continuous improvement strategies. ResultsCX provides a dynamic environment where your leadership skills directly impact service quality and team development. If you're passionate about elevating customer service standards and driving measurable results, this role offers a platform for professional growth and impact.
Tanggung Jawab
- Lead, mentor, and motivate call center agents to achieve performance and quality targets
- Monitor agent performance through call monitoring and quality assurance assessments
- Develop and implement coaching strategies to enhance agent skills and productivity
- Manage daily operations including scheduling, staffing, and adherence to SLAs
- Resolve escalated customer issues and implement preventive solutions
- Analyze performance metrics and develop action plans for continuous improvement
- Collaborate with training teams to enhance service delivery standards
- Prepare performance reports and insights for leadership review
Kualifikasi
- Bachelor's degree in Business Administration, Management, or related field
- Minimum 2 years call center experience with 1+ years in supervisory role
- Proven track record in team leadership and performance management
- Strong analytical skills with experience in KPI-driven environments
- Excellent communication and conflict resolution abilities
- Proficiency in CRM systems and call center technologies
- Customer-centric mindset with problem-solving aptitude
- Ability to thrive in fast-paced, target-driven environments