What are the responsibilities and job description for the Customer Care Supervisor position at West Tech Shipping?
Looking for a Forward thinking, Analytical, Smart, Customer Care Centric individual with in-depth knowledge of Contact Center/ Cal/ Center to manage our dynamic team. Job Duties include:• Overseeing and assessing customer care agent activities, ability to answer all job-related questions and providing them with regular performance-related feedback .• Strategizing and monitoring daily activities of the customer care operation.• Assist in the formulation of targets for individuals and team.• Measure performance with key metrics such as call abandonment, calls waiting, etc.• Anticipate escalation and take over calls when needed.• Training staff in areas of customer service and company policies.• Investigating and solving customer service complaints.• Assisting with development and implementation of service policies, and explaining these to staff and customers.• Ensure adherence to policies for attendance, established procedures, etc.• Continuous process improvement in all areas of responsibility• Devise ways to optimize procedures and keep staff motivated• Prepare weekly/monthly/annual results and performance reports• Keep management informed on issues and problems arising from the operations SKILLS• Proven experience as call center supervisor or similar supervisory position• Excellent written and verbal communication skills and outstanding negotiation abilities.• Strong organizational and problem-solving skills and the ability to prioritize and meet tight deadlines.• Tech savvy with knowledge of telephone equipment and relevant computer programs• Knowledge of performance evaluation procedures• Flexible and adaptable• Very organized with great time management skills• Disciplined and hard worker• Team player QUALIFICATIONS• At least 2 years' supervisory/management experience in either of the following fields:o Contact Center/Call Center o Customer Serviceo Data Analytics
Salary : $13 - $15