Call Center Supervisor

Job Category: Call Center
Job Type: Full Time
Job Location: Costa Rica (Remote)

About the job

Position Summary:

As a Call Center Supervisor at Clearnexus, you will be responsible for ensuring the smooth operation of our call center team and maintaining the highest levels of customer satisfaction. You will play a critical role in leading, coaching, and developing a team of customer support representatives while also monitoring performance and providing feedback.

Key Responsibilities:

  • Lead, mentor, and motivate a team of customer support representatives.
  • Monitor and evaluate call center performance, providing feedback and coaching to improve efficiency and quality of service.
  • Develop and maintain call center operational procedures and standards.
  • Handle escalated customer issues and provide resolutions in a timely and professional manner.
  • Analyze call center metrics and prepare reports to track and communicate team performance.
  • Collaborate with other departments to ensure seamless communication and problem resolution.
  • Conduct regular training sessions and workshops for team members to enhance their skills and knowledge.
  • Stay up-to-date on industry trends and best practices in call center management.

Qualifications:

  • High school diploma or equivalent; Bachelor’s degree preferred.
  • Proven experience in call center management or a related role.
  • Strong leadership and coaching skills with a focus on team development.
  • Exceptional communication and interpersonal skills.
  • Ability to work in a fast-paced and dynamic environment.
  • Proficiency in call center software and tools.
  • Excellent problem-solving and conflict resolution abilities.
  • Flexibility to work non-standard hours or weekends as needed.
  • English C1

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