Contact Centre Supervisor

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Skills you'll use

What you'll do

• Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to the quality of service.
• Trains new employees in the company’s customer service policies, procedures, and best practices.
• Organizes and oversees the schedules and work of assigned customer service representatives.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees as needed and in accordance with company policy.
• Promptly requests approval for necessary staffing adjustments to management in order to meet daily productivity goals.
• Monitors or reviews calls or other correspondence between representatives and customers.
• Ensures that representatives are informed about changes to company products and services.

Who can apply

• Collects data and prepares reports on customer complaints and inquiries.
• Prepares monthly reports summarizing the assigned customer service team’s performance.
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Contact Center Manager or other appropriate staff.
• Hires entry-level customer service employees.
• Performs other related duties as assigned.
• Education Requirements:
• High School Diploma or equivalent
• Bachelor’s degree preferred

About Datamark, Inc.

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