Call Center Supervisor - GTA TeleGuam - Tamuning, GU
GTA TeleGuam 15 reviews - Tamuning, GU 96913
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Position Overview A Call Center Supervisor will coach, monitor, train, develop and motivate a team of Call Center Service Consultants in a 24/7 center. You will be responsible to coordinate service, sales and support activities of consultants to provide a Leading customer experience. Provides day-to-day leadership and works to ensure a high performance, customer service environment that supports achieving service levels and overall GTA mission. Values teambuilding and empowerment; apply process improvement and quality management principles to assigned areas of responsibility; leads and promotes stewardship. Role models excellent customer service. Essential Job Functions Assist in the formulation of targets for individuals and teams. Answer questions from staff and provide guidance and feedback sessions; use monitoring checklist for consistency. Create encouraging environment for feedback sessions. Anticipate escalation and take over calls when needed and Direct customer interaction. Devise ways to optimize procedures and keep staff motivated. Hire and onboard new employees. Measure and manage performance with key metrics such as customer loyalty, service level, average handle time, call abandonment, call waiting, etc. Ensure adherence to policies for attendance and established procedures. Prepare monthly, annual results and performance reports. Develops contests, awards and themes that increase consultants’ loyalty and focus to create a leading customer experience. Creates effective channels of consultant feedback for a great place to work environment. Maintains team harmony; resolve grievances quickly and celebrate success. Determines work procedures, prepares work schedules and expedites workflow. Customer service communication skills, (oral and written), organizational and multi-tasking skills. Goal oriented with a deep understanding of team building. Must be available 24/7 for network outages and maintenance window work when necessary. Ability to effectively prioritize and execute tasks in 24/7 environment. Ability to work under pressure.Call Center Supervisor Knowledge, Skills and Abilities: Deliver a leading Customer Service experience internal and external; through all channels. Customer –focused Listening and Verbal Communication. Data Entry skills with keen attention to detail and consumer protection processes. Product Knowledge expert and Job Knowledge, Objectivity, Dependability, Balance multiple priorities. Proven experience as call center supervisor or similar supervisory position. Experience managing customer portals via Telephonically, Email, Live Chat or Social Media channels while keeping the queue at manageable levels. Experience in customer service is essential. Proficient in English; good knowledge of additional languages will be a definite plus. Working knowledge of office tools and relevant computer programs. Knowledge of performance evaluation procedures. Outstanding communication and negotiation abilities. A first call resolution and results-oriented approach. Excellent organizational and leadership skills that is self-motivated and self-starter Experience leading in a team-oriented, and collaborative environment.Competencies Assisting in the formulation of targets for individuals and teams. Hiring and onboarding new employees Answering questions from staff and providing guidance and feedback to create leading customer experiences. Drive excellent performance from your team that will bring sustainable business growth.Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Job Type: Full-time Required experience: Leadership/Supervisory: 2 years Customer Service E: 2 yearsRequired education: Bachelor's» Apply Now Please review all application instructions before applying to GTA TeleGuam. |
15 reviews
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