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Operations Supervisor
Location:
St. James
Description:
Contax360 BPO Solutions, a leading provider of global contact center solutions and a dynamic, focused and upwardly mobile organization; seeks qualified and professional individuals to join our team. Now hiring for our Montego Bay Office: Operations Supervisor Job Summary: Oversees and coordinates activities of agents providing telephone, email and other types of customer support services. We are looking for a competent person to organize and direct the agents. You will be responsible for assessing their work and giving them feedback to maximize performance. The ideal candidate must possess great communication skills and be able to lead and motivate. You will be organized and reliable as well as results-oriented. The goal is to achieve excellent performance from your team that will bring sustainable business growth. Specific Duties: Ensure adherence to Guidelines, regulations and processes where applicable while exercising judgment and reasoning abilities in order to solve problems. Monitor productivity of agents and generates reports Respond to emails from customers and client Take escalated calls(internally) and act as supporting cast to agents Monitor individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets Answer questions and recommends corrective services to address customer complaints Provide communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions Maintain harmony among workers and resolve grievances Assist in the formulation of targets for individuals and team Hire and onboard new employees Devise ways to optimize procedures and keep team motivated Measure performance with key metrics such as call/chat abandonment, calls/chats waiting etc. Ensure adherence to policies for attendance and established procedures to follow through Perform other related duties and assignments as required. SKILLS REQUIRED: Strong leadership skills and the ability to motivate agents toward achieving results Demonstrated proficiency in using Microsoft Office Suite of tools Ability to communicate with customers at various technical levels orally and written Demonstrated time management skills and ability to act on own initiative Ability to work flexible schedules (including weekends, late nights, overnight and public holidays) Knowledge of performance evaluation procedures Excellent written and verbal communication skills in English Ability to work under pressure EDUCATION: Associate Degree or equivalent level EXPERIENCE: 2 years' Call Centre Supervisor level experience or above. Strong Sales, Customer Service or Collections experience. Experience in a multi-channel environment. All applicants should be 18 years or older and must have a valid Government issued photo ID, TRN & NIS. Successful candidates must be able to furnish a police record and pass an employment background check. Only short-listed applicants will be contacted Please read carefully before signing. Contax360 BPO Solutions is an equal opportunity employer. Contax360 BPO Solutions does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service.I understand that neither the completion of this application nor any other part of my consideration for employment establishes any obligation for Contax360 BPO Solutions to hire me. If I am hired, I understand that either Contax360 BPO Solutions or I can terminate my employment at any time and for any reason, with or without cause and without prior notice. I understand that no representative of Contax360 BPO Solutions has the authority to make any assurance to the contrary.I attest with my signature below that I have given to Contax360 BPO Solutions true and complete information on this application. No requested information has been concealed. I authorize Contax360 BPO Solutions to contact references provided for employment reference checks. If any information I have provided is untrue, or if I have concealed material information, I understand that this will constitute cause for the denial of employment or immediate dismissal. I understand that if I am not hired within 30 days of this application, it will be null and void and will need to reapply. ELECTRONIC SIGNATURE NOTICE AND CONSENT This notice is intended to provide you with important information required by the Electronic Signatures in Global and National Commerce Act (E‐Sign Act).Consent: By entering your name, you consent to submit your employment application and all related forms, documents and information electronically. You further consent to conduct any matters related to the recruiting, application, background check and/or onboarding process electronically. Typing your name in the textbox under or on a form, entering your login password, and clicking on "Submit", will constitute your electronic signature.Right to Withdraw Your Consent: You have the right to withdraw your consent to receive disclosures and submit information electronically. If you choose to withdraw your consent, the application process will be terminated. You may withdraw your consent by contacting the Company, and typing in "Withdraw" in the textboxes for the Certification and Background Disclosure pages.Paper Copies of Electronic Records: If you wish to obtain a copy of your application, you may proceed with printing.Updating contact information: It is your responsibility to update the Company regarding any changes to your e‐mail address or other contact information.Powered by JazzHR
Company:
Contax360 BPO Solutions
Posted:
March 18 on The Resumator
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