Job: Call Center Supervisor at Ucom LLC Company

Location: JobParser.Models.LocationModel

Category:

Type: Full Time

Deadline: 24-Jul-18 00:00:00

Salary:

Description
The incumbent will guarantee the Call Center effective operational performance within defined service levels, make analysis on various operations of the Call Center performance, meet with management to report the progress of the Call Center performance, escalate issues to have a better customer service.

Responsibilities
- Manage recruitment of new hires for Call Center;
- Manage, plan, coordinate and check the activities of the staff;
- Evaluate the job of the staff, have one-to-one and group meetings with each of them;
- Provide helpful feedback and positive communication to motivate Call Center staff;
- Communicate any company policy and procedure changes with Call Center staff;
- Validate the schedule of rotation of the teams and watch the respect for the established rules; conceive with the HR the training of the staff and watch their good realization and application;
- Upon necessity request extra trainings for Call Center staff;
- Update all the documentation and information necessary for the staff;
- Manage yearly vacation planning of the staff;
- Participate in the design and the choice of the solutions and tools given to the Call Center to improve the efficiency;
- Review Call Center schedule to make sure that the distribution of consultants is correct;
- Report the current activity to the Front Office Manager according to the targeted objectives;
- Elaborate and follow-up daily, weekly dashboards and monthly balance assessments of activities;
- Arrange, estimate and propose the headcount according to the budget;
- Provide helpful feedback and positive communication to motivate Call Center staff;
- Review all reports prepared by Call Center coordinators as well as escalated issues and follow up its solution;
- Perform other job-related tasks as assigned.

RequiredQualifications
- Bachelor's degree preferably in Management or Business;
- Prior experience as a Call Center Consultant is a plus;
- 2-3 years of prior experience in a managerial position is a plus;
- Strong organizational skills and attention to detail;
- Excellent leadership and management skills;
- Good interpersonal and active listening skills;
- Ability to work in high pressure and in stressful situations;
- Readiness to learn new software or other working tools.

Benefits

Job URL: iJob.am - Call Center Supervisor @ Ucom LLC