Contact Center Supervisor

The Contact Center Supervisor provides direction to the Contact Center department by assigning, directing, and reviewing staff work. Supervisory duties include training, writing, conducting performance appraisals, and assisting in department budget preparation. Incumbents provide coaching and guidance to representatives. Duties also include resolving escalated customer complaints and disputes and handling difficult customer delinquency and billing issues.

• Follow up on all relevant Policies and procedures and stander operations to supervise team performance to meet outstanding expectations, and deliver quality service to the customers and stakeholders.
• Making sure that all KPIs, specifically around service deliverables, productivity, quality, and customer service standards, are aligned with departmental strategy
• Assist in implementing call centers’ annual and quarterly goals & forecasted future needs.
• Contribute to the achievement of their objectives and meet KPIs for call performance measurements and sales goals through development, training, and support of Representatives
• Manage and direct the daily activities and long-term success of representatives through coaching, training, development, and performance management
• Manage workflow, handle escalations, proactively engage resources to address issues, and effectively delegate workload across the leadership team.
• Demonstrate an understanding of sales behaviors and Contact Center best practices.
• Use data analysis to develop an action plan for the team to drive their performance consistent with boutique core values.
• Ensure we have adequate staff to meet our contractual service level requirements. Regular and reliable attendance at the place of work is required.
• Ensure customer satisfaction & reporting statistical performance levels related to Contact Center.
• Monitor and manage customer satisfaction and retention through proactive Contact Center techniques to ensure that the level of contact center provided consistently meets set expectations.
• Ensure that the customer feedback database is kept up to date, with all records thoroughly researched and qualified to maintain necessary customer information.
• Lead, mentor, guide, and develop his/her team to efficiently leverage the value of every call for maximum net reservation revenue to clients.
• Implement the reports to measure the customers’ interactions, responses, and feedback toward boutique call centers’ services to guide the decision makers to the right direction.
• Implement the reports covering the feedback database for each department and address all the persistent issues to enhance service and improve customer service.
• Improves quality service by recommending improved processes and identifying new product and service applications.
• Solving complex customer issues and proactively heading off negative service trends.