Call Center Team Lead

hace 3 semanas


Panamá, Panamá, Panamá iQor A tiempo completo

Job Summary:

As a key member of the iQor team, the Contact Center Supervisor will oversee call center staff and be responsible for assigning tasks, motivating and disciplining employees, and assessing performance.

Responsibilities:

  • Hire, train, and prepare call center representatives to respond to customer inquiries and complaints and troubleshoot problems with services or products.
  • Ensure agents understand and comply with all call center objectives, performance standards, and policies.
  • Monitor and evaluate agent performance, provide learning or coaching opportunities, and take corrective action if necessary.
  • Identify ways to reduce costs by streamlining processes and systems.
  • Drive continuous improvement through trend reporting analysis and metrics management.
  • Offer new ideas and suggestions for improvement.
  • Identify and implement best practices.
  • Demonstrate a commitment to customer service, anticipating, meeting, and exceeding expectations by solving problems quickly and effectively.
  • Confer with reporting manager on complex or unusual situations.
  • Exchange knowledge and information with other iQor facilities to ensure best practices are shared throughout the organization.
  • Ensure adherence to all company policies and procedures.
  • Maintain discretion and confidentiality in all areas pertaining to systems, data, and proprietary information.
  • Interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
  • Understand and embrace the business and call center operations strategic direction.
  • Perform other duties as assigned.

Requirements:

  • 3 or more years of call center experience in collections/sales/customer service/technical support.
  • 1 or more years of supervisory experience.
  • High school diploma, G.E.D., Trade/Vocational School certificate, or equivalent required.
  • Occasional exertion of up to 10 lbs. of force to push, pull, lift, or otherwise move objects.
  • Visual acuity to perform activities such as preparing and analyzing data, and/or viewing a computer terminal.
  • Ability to speak, type, and/or sit for extended periods of time.

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