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