Job Summary:
The Contact Center Operations Supervisor is responsible for overseeing the day-to-day operations and performance of a team of contact center agents. They ensure the efficient and effective delivery of customer service and support, while also driving continuous process improvements and staff development.
Key Responsibilities:
- Manage and oversee a team of contact center agents, including scheduling, monitoring performance, and providing coaching and feedback
- Develop and implement strategies to optimize contact center productivity, efficiency, and customer satisfaction metrics
- Continuously analyze contact center data and identify opportunities for process improvements, staffing adjustments, and training needs
- Collaborate with the quality assurance team to monitor customer interactions and provide feedback to agents for skill enhancement
- Ensure adherence to company policies, procedures, and regulatory requirements in all customer interactions
- Serve as the primary point of escalation for complex customer issues, providing guidance and support to agents as needed
- Lead team meetings and training sessions to improve agent skills, knowledge, and engagement
- Participate in the recruitment, onboarding, and development of contact center personnel
- Monitor and report on key performance indicators (KPIs) and contact center metrics, and recommend actions for improvement
- Coordinate with cross-functional teams to align contact center operations with broader organizational goals and strategies
Required Skills and Qualifications:
- Bachelor's degree in business, Telecommunications, or a related field
- 3-5 years of experience in a contact center or customer service environment, with at least 2 years in a supervisory role
- Strong leadership, communication, and interpersonal skills
- Proficient in data analysis, problem-solving, and decision-making
- Excellent customer service orientation and problem-solving abilities
- Familiarity with contact center technology, workforce management, and quality assurance best practices
- Ability to work in a fast-paced, dynamic environment and adapt to changing priorities
- Strong team management and coaching skills to motivate and develop a high-performing team