Call Center Supervisor

Description

Job Summary: Responsible for ensuring efficient resolution of customer requests, managing communication between agent and specialist tiers, and maintaining relationships with infrastructure providers. Key Responsibilities: 1. Manages communication and resolution of customer requests. 2. Proposes operational improvements and trains new hires. 3. Tracks incidents and manages relationships with suppliers. Purpose of the Role: To ensure our customers' requests are resolved efficiently by managing communication between Level 1 agents and Level 3 specialists (Back Office), as well as maintaining direct relationships with our infrastructure providers. ***Profile Requirements:*** Education: Completed high school or incomplete/graduating bachelor's degree. Experience: Minimum 3 years as a Supervisor in customer service areas (Call Center). **Preference will be given to candidates with prior experience in the Telecommunications sector (Telephony and Internet).** ***Technical Skills:*** \-Excel proficiency (reporting and data analysis) \-Use of Outlook and email management tools \-Experience with Softphone systems. \-Proficiency in ticket management systems (Zendesk, Salesforce, Freshdesk, or similar). ***Responsibilities and Activities:*** \-Liaison Management: Serve as the key contact point for processes and requests between Level 1 and Level 3 (Back Office). \-Operational Improvement: Identify opportunities for improvement in agent workflows and propose continuous enhancements. \-Training: Train new hires and, occasionally, directly advise customers on service usage. \-Quality and Reporting: Monitor calls, provide constructive feedback, and generate evaluation reports for both internal departments and customers. \-Incident Management: Track operational incidents promptly and conduct analyses of special cases. ***\*\* If call volume increases, participate in end-user support.*** \-Supplier Relationship Management: Escalate critical cases and maintain direct contact with the telecommunications provider’s resolution teams to ensure SLA (Service Level Agreement) compliance. Salary: $14,000\.00 \- $15,000\.00 per month Benefits: * Employee discount * Option for indefinite-term contract * Life insurance * Cafeteria service * Company phone Workplace: On-site employment