supervisor who manages the team of White Glove Voice Specialists/ Jr. Banker, who is responsible to manage day-to-day operations, ensure readiness to support clients, manage performance feedback and coaching for team members, Monitor and assess client calls, emails and other activities.
Process/Functional Skills
Team Leadership: Lead, motivate, and supervise a team of call center agents to ensure high-quality customer service, productivity, and adherence to company policies and procedures.
Performance Management: Monitor and evaluate the performance of call center agents, providing regular feedback, coaching, and support to improve performance and achieve KPIs.
Call Monitoring: Review and assess call interactions to ensure that agents maintain a high level of professionalism, customer service, and compliance with company standards.
Scheduling: Create and manage agent schedules to ensure proper coverage during peak call hours and adherence to break schedules.
Training and Development: Identify training needs and assist in the development of training programs to improve the skills and knowledge of call center agents. Conduct onboarding for new hires.
Quality Assurance: Establish and maintain quality assurance procedures to ensure consistent and exceptional customer service delivery. Identify areas for improvement and implement corrective action.
Data Analysis: Collect and analyze call center data, including call volume, response times, and customer satisfaction metrics. Use data-driven insights to improve operations.
Conflict Resolution: Address and resolve customer and employee issues and complaints. Escalate complex cases to higher management as needed.
Documentation and Reporting: Maintain accurate records, reports, and documentation of call center activities, including performance metrics and agent evaluations.
Compliance: Ensure compliance with industry regulations, company policies, and data security standards. Stay up-to-date with relevant laws and regulations.
Behavioral Skills
Communication: Excellent written and verbal communication
Leadership: ability to coordinate, motivate and provide guidance to the teams.
Risk Management: The ability to analyze, prioritize, and minimize the amount of risk an initiative, program, or project may cause.
Analytical problem solving: The ability to identify and address potential issues, keep up with technology, and improve software quality.
Time management: The ability to prioritize tasks and meet delivery deadlines.
Presentation: should possess excellent presentation skills. Should be able to provide status update on PPT.
Qualification
High school diploma or equivalent.
At least 3-5 years of working in customer service, a supervisory role, or in a call center is required.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Staffing and Recruiting
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