Customer Care Supervisor

  • itelbpo Smart Solutions
  • Grand Bahama, The Bahamas
  • May 31, 2018
Full Time Operations

Job Description

Essential Functions:

  • Supervises and coaches a team of up to 16 employees who receive inbound calls from customers  and or potential customers
  • Responsible for the daily implementation of call center policies and procedures by team members
  • Ensures performance standards and guidelines are met by team members
  • The supervisor has authority for personnel actions and oversees day to day operations of the group; interviewing, hiring and performance management as needed
  • Able to analyze and troubleshoot customer affecting processes
  • Responsibility for enabling and developing employees to meet organizational and career goals
  • Overall familiarity with company and industry standards
  • Maybe called on to work with international partners in a training capacity
  • Relies on extensive experience and judgment to plan and accomplish goals
  • Responsible for monitoring the quality of calls received by the group
  • Other duties can be assigned by management
  • Flexibility is key as this position operates on weekends and holidays

  Required Qualifications:

  • Previous call center Supervisor or Team Lead experience required
  • Must have proven experience handling escalated calls
  • Experience coaching & mentoring team members
  • Must have excellent verbal and written communication skills
  • Excellent interpersonal skills
  • Outstanding organizational and time management skills
  • Ability to manage multiple tasks simultaneously
  • Solid analytical and problem-solving skills
  • Proficient in MS Office
  • Self-motivated
  • Team player and the ability to work effectively in a dynamic environment

Joining the itel family, you will experience ...

  • Paid Training 
  • Excellent training and supervisory support - to help you feel comfortable servicing our customers.
  • Opportunity for advancement 
  • Competitive Salary
  • Medical Plan
  • A fun environment! We respect our employees and strive to make our environment exciting.