Customer Service - Contact Center Supervisor
Viva
Marousi, Attiki, Greece
πριν από 6 μέρες

Description

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
  • Requirements

    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
  • Desirable :

    Customer care experience in Banking or / and Cards Terminals industry

    Benefits

    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.

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