Leading Broadband service provider is seeking level 1- 2 Contact Center Supervisor to manage a team of 6 Customer Support Representatives.
Supervise, coach, and develop group of customer support agents in the day-to-day operations of providing technical customer support to the Client.
Develop, implement, review and monitor group and individual metrics to ensure team is providing accurate and timely response/resolution to customer issues and meeting service level commitments.
Create and maintain escalation procedures and ensure service levels are consistently achieved.
Continually evaluate and improve customer support processes to maximize team efficiencies and ensure a positive customer experience.
Identify needs for individual/group training and ensuring team members have the right level of expertise to complete service and incident requests accurately, timely and with quality.
Work Experience Required:
Minimum of 2 years experience working in an technical environment.
2+ years of supervisory experience in the Telecom industry.
Strong analytical, decision making, critical thinking and organizational skills.
Strong verbal and written communication skills
Ability to prioritize and organize daily tasks to ensure service level agreements are met.
Ability and desire to take ownership, seeing tasks and projects through to satisfaction and completion.
Duration : 3 months (interim)