What are the responsibilities and job description for the Contact Center Supervisor position at UnifyCX?
What Will You Do?
As a Contact Center Supervisor, you will motivate Customer Service and Support Representatives within your team, driving them to achieve their best, and strive to deliver customer experiences of the highest standard.
In this role you will:
- Lead and inspire a team of Customer Representatives to deliver excellent levels of individual/team performance and customer satisfaction
- Monitor daily workflow and ensure that correct procedures are followed
- Keeping up to date with business development and new product lines
- Support the Program Manager to highlight operational risks and areas of improvement
- Manage the fair and consistent application of performance management and disciplinary measures as necessary
- Identify system and workflow improvements to enhance the team’s efficiency
- Support agent escalations and manage according to established workflow
- Escalate any appropriate problems to senior management
- Works with team leadership to develop, implement and monitor CES development plans with an overall focus on customer service skills
- Performs other duties as assigned
Who You Are:
Ideal candidates for this position will be outgoing, intelligent, dependable, and ready to take their careers to the next level with a growing company.
- 📍 Location: On-site | San Antonio, TX