8 дней назад
Supervisor Client Support (Call Center)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Supervisor Client Support (Call Center): Leading daily call center operations, customer service agents, training, quality assurance, performance management, and issue resolution with an accent on coaching, KPI oversight, and service quality. Focus on analyzing operational data, resolving escalated customer issues, improving processes, and maintaining attendance and performance standards.
Location: Jacksonville, Florida, United States
Company
provides the organizational environment for managing call center customer support operations.
What you will do
- Oversee daily call center operations, service levels, agent performance, attendance, and staffing.
- Lead coaching sessions, performance reviews, onboarding, and ongoing agent development.
- Monitor quality assurance standards through call reviews, audits, live monitoring, and corrective action plans.
- Handle escalated customer issues, behavioral concerns, and workplace conflicts.
- Generate and analyze performance reports, support SMART goals, and align individual objectives with business priorities.
- Evaluate processes, identify operational roadblocks, and implement improvements.
Requirements
- Strong leadership, motivation, coaching, and interpersonal skills.
- Experience with customer service operations, performance metrics, quality standards, and problem resolution.
- Excellent verbal and written communication skills.
- Strong critical thinking, organization, accountability, adaptability, and results orientation.
- Empathy, emotional intelligence, integrity, and the ability to handle sensitive situations professionally.
Culture & Benefits
- Full-time employment.
- Equal opportunity employment with compliance with applicable federal, state, and local fair employment laws.
- Team-oriented environment focused on customer experience, employee development, and continuous improvement.
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