Contact Centre Supervisor
Emerald Contact Centre
Kilkenny, Waterford
Contact Centre Supervisor. Emerald Contact Centre (ECC) is a new and dynamic contact center, based in Waterford , focused on providing superior customer service support and building strategic partnerships with our clients. Our clients provide networks of health and investment information to our customers around the world. Customers can purchase supplements & health products, books, newsletters, attend seminars and receive free electronic newsletters on topics of interest to them. We now have a vacancy for a permanent full time Supervisor within our team. The primary responsibility of this role is to manage the Contact Centre in order to deliver on quality and efficiency metrics, coach and develop Customer Solution Specialists (CSS) and manage the day to day operations of the Contact Centre. Job Responsibilities: Call Quality, Call Observation and Feedback: Monitoring and observing each CSS job performance on a regular basis. Coaching and Development: Providing feedback to CSS’s regarding their work to help the employee become more knowledgeable and proficient, making use of all available systems, tools, training, and reference materials. Agent Performance and Schedule Adherence: Review of historical and/or real time reports from the call management system on a daily basis to manage schedule adherence for their team. People Management: Deals with occurrences of absence & punctuality whenever they occur. Liaising with both the Contact Centre and the HR Manager regarding appropriate action. Ensures open lines of communication across the business and informs employees, where appropriate, of changes within the business as directed by management. Report Review. Reviews reports on a daily basis and signs off on exceptions as required according to establishes guidelines. Requirements & Competencies: Proven supervisory skills in a Supervisory capacity with a minimum of 1 year- essential. Prior contact center experience - desirable. Strong organizational skills, sales, customer service an interpersonal skills. Strong analytical and technical. Able to handle personal and confidential information. Able to deal with personnel under circumstances requiring tact and diplomacy. Proven ability to perform in a fast-paced, continuously changing environment. Strong organizational skills, customer service and interpersonal skills. Interested and qualified applicants please submit CV and cover letter. This job originally appeared on RecruitIreland.com.
2256 days ago