Key Facts

Remote From:

Full time

Senior (5-10 years)

English

Proven experience as a call center supervisor or in a similar supervisory position
Experience in customer service
Exceptional verbal and written English communication skills
Tech savvy with knowledge of telephone equipment and relevant computer programs

Assist in the training process and ensure agents are prepared for calls and comply with call center objectives, performance standards, and policies
Provide ongoing coaching, monitor progress, answer questions, and ensure agents understand and meet expectations
Identify operational issues, analyze data, prepare reports, and measure performance using key metrics to assist management
Collaborate with supervisors and management to set targets for individuals and teams, and keep management informed on issues and problems

Job description

Join our team while working at the comfort of your home!

OPERATIONS SPECIALIST

Job Description:

Assist in the training process
Ensure that every agent is: well prepared for their calls, understands & complies with all call center objectives, performance standards, and policies
Support & provide guidance to agents after training by monitoring their progress, answering their questions, and ensuring they understand and meet expectations
Provide ongoing coaching opportunities and inspiration to agents
Foster a positive and motivated work environment, promoting teamwork, and continuous improvement
Identify operational issues and suggest possible solutions
Prepare reports and analyze data to assist management
Work with other supervisors and members of the management team
Assist in the formulation of targets for individuals and teams
Measure performance with key metrics
Keep management informed on issues and problems
Prepare monthly/annual results and performance reports
Perform other duties as assigned

Qualifications:

Proven experience as a call center supervisor or in a similar supervisory position
Experience in customer service
Exceptional verbal and written English communication skills
Tech savvy with knowledge of telephone equipment and relevant computer programs
Strong understanding of company products, policies, and services
Excellent organizational and leadership skills
Ability to coach, train, and motivate employees
Knowledge of performance evaluation procedures
A results-oriented approach
Excellent problem solving, leadership, and customer service skills
Ability to work under pressure

MUST HAVE the following equipment:

Laptop/Desktop: at least core i3 processor and 8 GB RAM
Headset: any A4Tech or Jabra USB-type headset
Internet connection: Wired connection minimum of 10 Mbps with back up internet
Software: Microsoft Office & PDF reader, Anydesk, Gdrive, MS Teams, Zoom, Discord

So, why join us?