What are the responsibilities and job description for the Customer Care Supervisor position at West Tech Shipping?
Looking for a Forward thinking, Analytical, Smart, Customer Care Centric individual with in-depth knowledge of Contact Center/ Cal/ Center to manage our dynamic team.
Job Duties include:
• Overseeing and assessing customer care agent activities, ability to answer all job-related questions and providing them with regular performance-related feedback .
• Strategizing and monitoring daily activities of the customer care operation.
• Assist in the formulation of targets for individuals and team.
• Measure performance with key metrics such as call abandonment, calls waiting, etc.
• Anticipate escalation and take over calls when needed.
• Training staff in areas of customer service and company policies.
• Investigating and solving customer service complaints.
• Assisting with development and implementation of service policies, and explaining these to staff and customers.
• Ensure adherence to policies for attendance, established procedures, etc.
• Continuous process improvement in all areas of responsibility
• Devise ways to optimize procedures and keep staff motivated
• Prepare weekly/monthly/annual results and performance reports
• Keep management informed on issues and problems arising from the operations
SKILLS
• Proven experience as call center supervisor or similar supervisory position
• Excellent written and verbal communication skills and outstanding negotiation abilities.
• Strong organizational and problem-solving skills and the ability to prioritize and meet tight deadlines.
• Tech savvy with knowledge of telephone equipment and relevant computer programs
• Knowledge of performance evaluation procedures
• Flexible and adaptable
• Very organized with great time management skills
• Disciplined and hard worker
• Team player
QUALIFICATIONS
• At least 2 years' supervisory/management experience in either of the following fields:
o Contact Center/Call Center o Customer Service
o Data Analytics
Salary : $13 - $15
