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Supervisor, Client Contact
Описание вакансии
Текст:
TL;DR
Supervisor, Client Contact (Customer Support): Leading contact center teams that resolve customer inquiries, maintain service-level standards, and improve customer satisfaction with an accent on workforce scheduling, quality monitoring, and people management. Focus on escalating complex customer issues, coaching supervisors and representatives, analyzing performance and root causes, and implementing process improvements.
Location: IND HRYN 402, India. Option to work fully remotely with company-provided equipment.
Company
is an international financial technology company providing products and services supported by customer contact operations.
What you will do
- Supervise one or more customer service teams handling inquiries by phone and email.
- Monitor service-level adherence, policy compliance, phone coverage, scheduling, and contact center performance.
- Handle escalations involving complex customer issues and communicate with clients, vendors, and internal departments.
- Evaluate customer service calls and provide feedback, coaching, and mentoring.
- Manage performance appraisals, disciplinary actions, hiring, interviews, promotions, and salary changes.
- Approve process improvements, coordinate customer service activities, and report quality, call volume, and satisfaction metrics.
Requirements
- Bachelor’s degree or an equivalent combination of education, training, or work experience is preferable.
- At least three years of experience in a call center or customer service-related service-industry role.
- At least one year of supervisory or team leadership experience.
- Ability to lead and manage large teams, typically 10–25 contact center associates.
- Knowledge of workforce management practices, scheduling software, and quality monitoring tools.
- Strong customer service, communication, problem-solving, decision-making, analytical, and root cause analysis skills.
Culture & Benefits
- Fully remote work option with a computer, monitors, and accessories provided.
- International work environment with colleagues from different countries.
- Online training database, LinkedIn Learning, and professional and personal development opportunities.
- Team integration meetings and a collaborative, respectful, and supportive work environment.
- Opportunities to participate in social projects and local initiatives.