Customer Service Supervisor - Barranquilla, Colombia - Auxis

Descripción

Customer Service Supervisor

Job Summary

The Supervisor will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis customer service clients to ensure high levels of customer satisfaction and productivity. The person will provide support, direction, monitoring, and coaching to the assigned team in all areas of job performance, including consumer contact processing, problem resolution, and work planning. Also, this person will work with Team Leads to monitor overall team performance, including achieving target transactional volume and quality measures, by the contractual and operational standards of the account. The Supervisor will establish and monitor workflow efficiencies, daily work volumes and work schedules to ensure that the company's customer service goals are met. In this capacity, the Supervisor will also be directly involved in handling escalated issues related to customer calls and related transactional activity

Responsibilities

Team Supervision:

Operations:

Personnel and Performance Management:

Skills and Experience

• English – Spanish Language (Oral and writing 85 % or higher), (B2+ or above).

• The resource will adjust its schedule based on the account needs.

• 3-5 years of experience as a Customer Services Supervisor.

• Must be available to work on-site full time

• High school diploma; BSc/BA in management or relevant discipline will be considered an advantage.

• Strong experience in Customer Service.

• Experience in a 24x7x365 operation.

• Excellent English verbal and written communication skills.

• A genuine interest in working with and helping customers.

• US Tourist Valid Visa for potential travel to the US as required (cross-training, operations and/or project work).

• Proficient in the use of Microsoft Office Suite.

• Demonstrated technical skills in Lean tools & concepts with an emphasis on implementation.

• Must possess excellent communication skills and Integrity, Intensity, Innovation, and Involvement.

• Strong project management and organizational skills.

• Previous experience in problem-solving methodology.

• Strong leadership and decision-making ability.

• Solid customer focus and a proven record for coaching and developing staff members.

• A good understanding of the local culture, and staff hiring/retention criteria.

• Strong organizational abilities.

• Demonstrated experience in providing high levels of customer satisfaction and performance.

• Proven leadership, coaching and motivational skills.

• Experience in handling escalated concerns that fall outside the responsibilities of floor Leads.

• A good understanding of numbers and planning.

• The ability to be flexible, decisive, and quick-thinking.

• The ability to handle complaints and difficult situations in a patient, calm and effective way.

• Focus on working with KPI's and service levels, and in achieving high operational performance with a continuous improvement mindset.

• Good presentation and a polite, tactful, and friendly character.

• Great confidence and excellent business sense.

• Should be able to set, satisfy, and exceed targets.

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