*Primary responsibility for the management and profitability of the inbound and Outbound Call Center Operations
Provide direct supervision, mentoring/coaching and leadership to all CSRs and Leads
Monitors and evaluates the performance of direct reports
Monitors the standards of performance of the Call Center and recommends and initiates call center process and policy improvements to ensure Speed IN excels in its contractual performance
Identifies and resolve customer issues; participate in routine communications with clients to ensure complete customer satisfaction
Ensure the generation and analysis of daily, weekly and monthly reports to be used by management and clients to assess and improve the operations
Besides the job related skills, a call center Supervisor also requires the following qualities:
Pleasant and friendly mannerism
Ability to read and interpret documents such as procedure manuals, work instructions, software manuals.
Ability to write routine reports and correspondence.
Ability to speak and communicate well with customers. Motivating and inspiring personality and strong thought leadership skills.
Excellent written and oral communication skills.
Ability to interpret reports and spreadsheet and implement appropriate actions in response.
Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.
Punctuality
Problem solving capabilities are important.
High level of motivation.
Good social skills.
Attention to detail
Perfect language (Fluent in French)
* Minimum 1 year experience as a supervisor in a call center or research agency
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