Key skills
Communication
About this role
Role Overview
- Lead and motivate a team of 18+ customer service representatives to achieve performance targets and deliver outstanding service.
- Drive efficiency in call center operations, implement process improvements, and ensure adherence to service level agreements.
- Implement and oversee quality assurance programs to maintain service standards and ensure customer satisfaction.
- Provide ongoing coaching and training to team members, identifying areas for improvement and supporting professional development.
- Utilize call center metrics to monitor individual and team performance, providing feedback and implementing corrective actions as needed.
- Handle escalated customer issues, ensuring timely and effective resolution while maintaining a positive customer experience.
- Foster open communication within the team, promoting a collaborative and positive work environment.
Requirements
- Minimum of 2 years in a supervisory role within a call center environment.
- Demonstrated commitment to delivering exceptional customer service.
- Proven ability to lead and motivate a team, with strong coaching, decision-making, and problem-solving skills.
- Comfortable working in a fast-paced environment, with the ability to adapt to changes and implement innovative solutions.
- Excellent communication and interpersonal skills.
- Basic understanding of telecommunications products and services is a plus.
Benefits
- Health and Welfare Benefits: Tailored to fit your and your family's needs, effective from day one.
- Retirement Savings: Supportive plans to help you secure your financial future.
- Employee Discounts: Access a broad array of discounts on merchandise, services, travel, and more.
- Career Growth Opportunities: A variety of opportunities to advance your career within a global company.
- Paid Time Off: Attractive packages designed to help you enjoy your life outside of work.
- Great Work Environment: Join an award-winning culture recognized for diversity and inclusion efforts.
- Health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time.