Supervisor Project Management (Non Technical)

Overview:

This position will assist in establishing call center objectives, train the teams to expand their knowledge of services, products and troubleshooting techniques. It will analyze call center data and focus on improving performance and processes to better support customers. It should have exceptional communication, interpersonal and customer service skills, as well as comprehensive knowledge of company policies and methodology. 

Main Responsibilities 

• This position is responsible for all third, second, or first contact center teams providing an ongoing customer service, and specific service teams as well as the planning and forecasting team. 

• Manage the day to day performance of the Contact Center Operations to deliver a best in class service, meeting or exceeding every KPI, all within budget. 

• Stablish the strategy for the development of Contact Center, keeping up with new practices and technologies, ensuring that we gain and maintain recognition for the quality of our customer service 

• Lead and coordinate Contact Center management teams at every level to develop motivated and engaged colleagues 

• It's also responsible for the end to end customer contact processes and their associated customer experience. Creating and supporting initiatives to improve efficiency and reduce complaints 

• Responsible for the training, induction and coaching strategy across the contact centers. 

• Applying best practices to develop continuous improvement plans and make recommendations based upon the employee and customer insight 

• Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies in order to correctly and effectively solve and cover any contact demand. 

• Act as the Voice of the Customer, championing change and improvements across the customer experience, and influence future change/projects to support and achieve improvements in the customer experience 

• Deliver cost efficiencies and increasements in Customer Satisfaction Scores. Develop objectives for the call center’s day-to-day activities 

• Conduct efficient planning to maximize the productivity of the call center resources (people, technology etc.) 

• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.) 

• Coach and provide training to personnel to maintain high customer service standards 

• Monitor and improve ordering, telephone handling and other procedures 

• Evaluate performance with key metrics (accuracy, call-waiting time etc.) 

• Prepare reports for different departments or upper management