What are the responsibilities and job description for the Contact Center Supervisor position at UnifyCX?
UnifyCX is growing and we are looking for an extraordinary Contact Center Supervisor to join our motivated and ambitious team.
What Will You Do?
As a Contact Center Supervisor, you will motivate Customer Service and Support Representatives within your team, driving them to achieve their best, and strive to deliver customer experiences of the highest standard.
In This Role You Will
Ideal candidates for this position will be outgoing, intelligent, dependable, and ready to take their careers to the next level with a growing company.
To be considered, candidates are expected to have the following:
UnifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, UnifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.
At UnifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.
Location: This position will be in San Antonio office at 11103 West Ave Suite 2101, San Antonio, TX 78213
Benefits: UnifyCX offers a comprehensive benefits package that includes health, life, vision, and dental insurance, as well as a 4% max matching 401K, and other financial opportunity options.
UnifyCX is a certified minority-owned business and an EOE employer that welcomes diversity.
What Will You Do?
As a Contact Center Supervisor, you will motivate Customer Service and Support Representatives within your team, driving them to achieve their best, and strive to deliver customer experiences of the highest standard.
In This Role You Will
- Lead and inspire a team of Customer Representatives to deliver excellent levels of individual/team performance and customer satisfaction
- Monitor daily workflow and ensure that correct procedures are followed
- Keeping up to date with business development and new product lines
- Support the Program Manager to highlight operational risks and areas of improvement
- Manage the fair and consistent application of performance management and disciplinary measures as necessary
- Identify system and workflow improvements to enhance the team’s efficiency
- Support agent escalations and manage according to established workflow
- Escalate any appropriate problems to senior management
- Works with team leadership to develop, implement and monitor CES development plans with an overall focus on customer service skills
- Performs other duties as assigned
Ideal candidates for this position will be outgoing, intelligent, dependable, and ready to take their careers to the next level with a growing company.
To be considered, candidates are expected to have the following:
- Prior management experience with BPO contact center preferred
- Strong attention to detail
- Excellent leadership and communication skills
- Strong customer service skills including contact center client processes and procedures
- Strong coaching and people-development skills through call-listening, quality feedback, etc.
- Ability to deal with demanding customers and escalations
- Energetic with the ability to motivate the team
- Creative thinking
- PC literate, including Microsoft Office products
- Strong organizational skills
- Excellent interpersonal skills
- Excellent negotiation skills
- Ability to work in a team environment
- Ability to meet or exceed performance goals
UnifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, UnifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.
At UnifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.
Location: This position will be in San Antonio office at 11103 West Ave Suite 2101, San Antonio, TX 78213
Benefits: UnifyCX offers a comprehensive benefits package that includes health, life, vision, and dental insurance, as well as a 4% max matching 401K, and other financial opportunity options.
UnifyCX is a certified minority-owned business and an EOE employer that welcomes diversity.
