Customer Service Supervisor

As a Supervisor, you’ll lead a high-energy team in a fast-paced contact center, driving innovation and revenue growth. With your leadership, you’ll inspire the Sales and Customer Service teams to smash targets and unlock their full potential, all while keeping the company at the cutting edge.

Contax360 BPO Solutions, a leading provider of global contact center solutions and a dynamic, focused and upwardly mobile organization; seeks qualified and professional individuals to join our team.

Now hiring for our Montego Bay Office:

CUSTOMER SERVICE SUPERVISOR (CALL CENTER)

JOB OBJECTIVE

The Supervisor provides the day-to-day leadership, motivation, and direction to their team in a multi-channel contact center. This person will focus on meeting our revenue growth targets by keeping our company competitive and innovative. You will also be responsible for maximizing the potential of the Sales and/or Customer Service Teams.

KEY FUNCTIONS AND DUTIES

• Day-to-day guidance of information about sales directions, new products being developed by clients, competitive activities, understanding all product requirements, and other customer requirements. Help coordinate internal resources to achieve maximum customer effectiveness.
• Successfully manage customer service teams to meet and exceed customer expectations.
• Ensure that targets are delivered through people management, performance review, and reward and recognition.
• Responsible for teams meeting identified Key Performance Indicators (KPIs) and coaching and counseling supervisors to KPI success. 
• Plan and implement processes and procedures that will drive sales performance and customer service outcomes. 
• Compiles statistics interprets data and takes appropriate action to support goals (KPIs) with the support of the OP.
• Interacts with the OP, vendor, and client to communicate trends and customer feedback to facilitate resolution.

 REQUIRED QUALIFICATIONS AND EXPERIENCE:

• Associate Degree or equivalent level certification preferred
• 2-4 years of Call Center Support level or above experience (Must have)
• Strong Soft Sales and/or Customer Service experience is required.

REQUIRED COMPETENCIES OF ALL SUPERVISORS:

• Strong mentoring and relationship-building skills with the ability to effectively manage group and interpersonal conflict situations.
• Demonstrated proficiency in Microsoft Office applications.
• Strong negotiation, interpersonal, written, and oral communication skills.
• Strong analytical, interpersonal, and problem-solving skills.
• Excellent time management.
• Ability to plan and coordinate activities effectively and demonstrate tact, confidentiality, and professionalism in the execution of duties.
• Ability to work various hours/days (including weekends and public holidays) as required to handle job activities and responsibilities.

All applicants must have a valid Government-issued photo ID, TRN & NIS. Successful candidates must be able to furnish a police record and pass an employment background check.