As a member of the Customer Service Team in Viva Wallet, you will be responsible for leading a Contact Center team. As Customer Service supervisor, you will coach our staff to deliver exceptional customer service.
Building a strong team and shaping staff behaviors to accomplish desired results, will be your main target. You will play a collaborative role in growing and implementing standards and processes.
More specifically, as a Contact Center Supervisor, you will :
Assist in the formulation of targets for individuals and teams
Answer questions from staff and provide guidance and feedback
Onboard new employees
Ensure a friendly and motivating work environment
Anticipate escalation and take over calls when needed
Devise ways to optimize procedures and keep staff motivated
Measure performance with key metrics such as SL, AR, attrition, etc.
Quality evaluation of team members’ interactions and proceed to detailed action plan when needed.
Ensure adherence to policies for attendance, established procedures etc.
Keep management informed about recurring issues or problems
Prepare weekly / monthly / annual results and performance reports
To be considered you should have :
Proven experience as call center supervisor or similar supervisory position
Experience in customer service is essential
Knowledge of performance evaluation procedures
PC proficiency including MS Excel and MS Word;
Outstanding communication and negotiation abilities
A results-oriented approach
Excellent organizational and leadership skills
Ability to work under pressure
Excellent use of English, written and oral.
Excellent problem solving and troubleshooting skills;
Ability to multi-task and handle different systems
Customer care experience in Banking or / and Cards Terminals industry
At Viva Wallet, we believe an open, transparent working environment that actively promotes ingenuity and team work. You’ll be joining a team of highly experienced, innovative and dedicated people enabled with cutting edge contact centre technology.
You will be fully trained and continuously supported. We are a stable, fast growing and highly ambitious group and the opportunities to learn new skills and develop in your career and grow and as we grow are almost endless.