Call Center Supervisor

Description:

In this role, you will be responsible for Contact Centre Sales and Service operations and execute best practices for customer inquiries, orders, service requests, and process optimization.

Responsibilities

• Lead and manage a team of Customer Sales Solutions Agents through goal setting and performance expectations to drive sales and service
• Monitor employee performance and utilize performance dashboard and agent scorecards

Qualifications

• 4 years’ experience in Contact Centre operations, with working exposure to traditional call centre functions in Sales and Service environments
• Experience leading a team
• Ability to lead in a fast-paced environment
• Experience with various technologies and applications (ACD, Workforce, Quality Tools, MS, Telephony, and omni-channels)
• Practical understanding of CRM concepts and practices
• Understanding of Salesforce is considered an asset
• Understanding of Genesys Cloud software and/telephony software considered an asset