Azerlotereya
Contact Center Supervisor
Son tarix 18 noy 2023 - [email protected]
Position Overview:
The Contact Center Supervisor plays a critical role in ensuring the success of our outbound call center operations. This position requires a dedicated and experienced professional with a strong background in managing call center operations and a keen ability to analyze data for continuous improvement. The Contact Center Supervisor is responsible for leading a team of Contact Center specialists, driving performance, and contributing to the achievement of our organizational goals.
Reports To: Head of Contact Center
Key Responsibilities:
- Build, lead, and coordinate a team of Contact Center (CC) specialists.
- Take the initiative within the framework of the obligations entrusted to him/her.
- Monitor and improve the performance of the CC team and report to management about the team's performance.
- Analyze and prioritize player (customer) complaints and offers as they come into the Contact Center (CC) and escalate them to related teams (IT, B2B Call Center, business units, etc.) immediately when necessary.
- Regularly analyze and review player (customer) chat logs to improve the service quality of the team and to identify potential problems; then, inform related business units.
- Make quick decisions, often with limited information.
- Follow up with players (customers) to gauge their satisfaction with problem resolution; identify problem areas (i.e., negative trends) and implement template answers in the context of defined problems for the CC Team.
- Ensure ongoing training for staff, build, maintain, and analyze training records.
- Respond to player (customer) queries over various channels (phone, social media, email) to support the CC team for tough cases or when the team resources are insufficient to answer calls/requests.
- Continuously improve themselves in line with the needs of the role/business and encourage the CC team to do the same.
- Report regularly to relevant managers on the work done/to be done within the areas of responsibility.
- Operate in accordance with the process management methodologies defined by management for management and/or use within the company. Use appropriate means as identified by the head of the department and the company's management. When improvements/risks related to these methodologies or processes are identified, inform relevant managers of the situation.
Requirements:
- Minimum of 2 years of experience managing call center outbound operations.
- Proficiency in search data analysis and reporting to make data-driven decisions.
- A target and performance-oriented work style with a proven track record of achieving and exceeding goals.
- Excellent communication and leadership skills.
- Strong problem-solving and decision-making abilities.
- The ability to work in a fast-paced and dynamic environment.
- Experience with call center software and technology is a plus.
If you are interested, please send your CV with the subject "Contact Center Supervisor ".
