Customer Relations Operations - Contact Center Supervisor

Goodyear. More Driven.

About the Position

As an Operations Supervisor, you will be managing and supporting a team of customer service and consultive sales representatives, ensuring high-quality service, productivity and performance within the contact center

In this role you will be responsible for leading, coaching, and motivating the team, while also monitoring performance metrics, handling escalations, and ensuring adherence to company policies and procedures.

Hours of Operation: 7:00am – 4:00pm Costa Rica Time.

Primary Responsibilities #LI-AV1

• Oversee the daily operations of the call center, including scheduling, monitoring attendance, and addressing issues that arise.
• Track and analyze key performance indicators to identify areas for improvement and ensure targets are met.
• Provide guidance, feedback and training to team members to enhance their skills and performance.
• Participate in the hiring process and onboard new team members.
• Enforce company policies and procedures related to customer service, attendance and performance.
• Handle customer complaints and issues that cannot be resolved by the team members, ensuring timely and effective resolution.
• Effectively communicate with team members, management and customers, both verbally and in writing.
• Prepare reports on team performance, customer satisfaction, and other relevant metrics for management.

Required Education and Experience

• 3 or more years of experience in a contact center environment.
• 1 or more years of experience in a supervisory or leadership role
• Experience in handling customer inquiries, complaints and issues.

Desired Skills and Abilities

• Ability to motivate and inspire a team to achieve goals.
• Strong English verbal and written communication skills.
• Ability to identify and resolve issues quickly and effectively.
• Ability to prioritize tasks and manage time efficiently.
• Understanding of performance metrics and the ability to track and analyze data.
• Ability to provide guidance, feedback and training to team members.
• Ability to collaborate with other team members and departments.