Job Overview:

We are currently seeking a highly motivated and experienced Contact Centre Supervisor to join our team. The successful candidate will be responsible for overseeing the day-to-day operations of our contact centre and ensuring that our team delivers exceptional customer service to our clients.

Key Responsibilities:

- Supervise and lead a team of contact centre agents in a fast-paced and dynamic environment

- Monitor and evaluate agent performance, providing regular feedback and coaching to ensure high-quality customer service

- Develop and implement strategies to improve customer satisfaction and retention

- Handle escalated customer complaints and provide timely and effective resolutions

- Create and maintain schedules to ensure adequate coverage and efficient use of resources

- Train new agents on company policies, procedures, and systems

- Conduct regular team meetings and provide updates on company policies and procedures

- Collaborate with other departments to improve processes and ensure a seamless customer experience

- Prepare and present reports on team performance, including key metrics and trends

- Identify and recommend process improvements to increase efficiency and productivity

- Stay updated on industry trends and best practices to continuously improve the contact centre operations

Qualifications:

- Bachelor's degree in Business Administration, Communications, or a related field

- Minimum of 3 years experience in a supervisory role in a contact centre environment

- Excellent leadership and communication skills

- Strong problem-solving and decision-making abilities

- Exceptional customer service skills and ability to handle difficult situations

- Proficient in using CRM systems and other contact centre tools

- Ability to work in a fast-paced and constantly changing environment

- Strong attention to detail and ability to analyze data and make data-driven decisions

- Willingness to work flexible hours, including weekends and holidays

- Experience in the BPO industry is a plus

Join our dynamic team and be part of a company that values its employees and provides opportunities for growth and development. Apply now and take the first step towards an exciting and rewarding career at DBOS!

Please refer to job description.