Supervisor, Customer Care
Continuum Global Solutions
Santo Domingo, Dist, DO
hace 20 horas

Supervisor, Customer Care (CA06D02100)

Purpose :

  • Responsible for responding to customer inquiries and complaints regarding company records, billings, contract renewals, and supply returns.
  • Answers and initiates a variety of real-time inbound and outbound voice-based communications in English or other languages to support customer care.

  • Directs and / or manages all activities associated with Call Center operations. Maintains and enhances customer services by organizing and evaluating service, delivery systems and procedures.
  • Supervises a staff of employees, working to develop and coach talent to ensure the successful operation of the team and organization.

    Scope : General :

    General :

  • Contributes to departmental business plans and priorities by applying company policies and procedures to resolve a variety issues
  • Sets priorities for team to ensure task completion; coordinates work activities with other supervisors
  • Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills
  • Typically a graduate, although may have progressed into the role via equivalent business experience that provide knowledge and exposure to fundamental, theories, principles, and concepts
  • Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager
  • Primary Responsibilities :

  • Directs and / or manages all activities associated with Call Center operations, including developing and implementing policies and procedures on systems.
  • Establishes and implements performance and service standards.
  • Develops and implements process and / or operational improvements to enhance efficiency and effectiveness of operations.
  • Ensures productivity meets or exceeds service and quality standards.
  • Assesses and analyzes team performance, identifies performance gaps and provides feedback and coaching
  • Provides guidance, leadership and motivation to promote maximum performance
  • Assesses and evaluates current team competencies to develop a baseline of service opportunities. Assists in training new employees and ensuring ongoing training is effective.
  • Measures service levels and tracking systems for program improvement.
  • Analyzes and resolves customer service escalations
  • Administers company personnel policies in all areas and follows company staffing standards and training recommendations.
  • Maintains adherence in areas such as attendance, punctuality, use of time-off, etc.
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