Customer Service Supervisor

Customer Service Agent - Montego Bay

Join Our Team as a Customer Service Superstar!

Ready to launch your career with a job that offers great perks, career growth, and the chance to make a real impact every day? We’re looking for enthusiastic and dedicated Customer Service Supervisor to join our amazing team in Montego Bay. 

Job Summary:
We are seeking a dedicated and personable Customer Service Call Center Supervisor to join our team. In this role, you will be responsible for supervising a team of agents. Ideal candidates are detail-oriented, have strong communication skills, and can maintain a positive attitude in a fast-paced environment.

Key Responsibilities:

• Performance Management: Monitor individual and team performance metrics, like call handling time, customer satisfaction, and issue resolution rate. They provide feedback and coaching to help agents improve.

• Training and Development: Conduct training sessions for new hires and provide ongoing development for existing team members, helping them stay updated on products, services, and call center tools.

• Motivation and Support: Works to keep team morale high, encouraging agents to reach their targets and providing support during challenging calls or situations.

• Problem Resolution: Handle escalated customer issues that agents are unable to resolve, ensuring issues are dealt with promptly and to the customer’s satisfaction.

• Scheduling and Staffing: Assist with scheduling and ensuring adequate staffing levels, adjusting for peak times, and ensuring smooth shift transitions.

• Reporting and Communication: Report on team performance to higher management and communicate company goals, policy changes, and important updates to team members.

• Quality Assurance: Review call recordings, evaluate interactions, and ensure that agents meet quality standards. They work with quality assurance teams to identify areas for improvement.

Requirements:

• High school diploma or equivalent; additional education or certifications in customer service is a plus.
• Minimum (1) year experience as a customer service team supervison
• Strong communication skills, both verbal and written.
• Excellent problem-solving skills and attention to detail.
• Familiarity with CRM software and basic computer skills.

Benefits:
• Competitive salary and bonus opportunities.

• Full-time jobs (instead of short-term contracts)

• Transportation

• Performance bonuses

• Health Insurance

• Life Insurance

• Professional Development opportunities

• Paid time off.

• Fun cultural and community outreach activities

Work Environment:
This position operates in a call center environment. Agents may work shifts that include evenings and weekends, depending on business needs.

Ready to join a dynamic team where you’ll have fun, grow your career, and make a difference every day? If you're excited to take the next step, we want to hear from you!

👉 Apply today and let’s chat about your future with us!