Job Title: Call Center Supervisor
Salary Package: ₹18,000 – ₹25,000 a Month
Company Name: FIS Global
Job Location: Gurugram, Haryana
Qualification : 12th Pass
Job Info:
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- • Oversees one or more teams of customer service associates who handle customer service inquiries and problems via phone and/or email.
• Monitors operations to ensure adherence to service level standards and company/department policies and procedures.
• Ensures professional and courteous customer support services are delivered to remote a productive and positive relationship with customers.
• Ensures adequate phone coverage including making decisions regarding scheduling changes.
• Acts as an escalation point for resolving the most difficult customer issues.
• Evaluates the quality of customer service associates’ calls from customers; provides feedback to reps on strengths and areas for improvement.
• Communicates with clients, vendors and other departments to ensure quality service delivery and customer satisfaction.
• Serves as an escalation point for resolving the most difficult customer issues.
• Responsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions and salary changes.
• Provides coaching and mentoring to contact center supervisors and team leads and occasionally to customer service representatives.
• Approves and implements streamlining opportunities and process improvements.
• Coordinates customer service activities with other internal functions.
• Tracks and reports contact center performance against objectives and goals, i.e., quality, call volume, customer satisfaction, etc.
• May serve as a backup to more senior customer service management in their absence.
• Other related duties assigned as needed. -
EDUCATION REQUIREMENTS
High school diploma or GED. Associate’s or Bachelor’s degree or the equivalent combination of education, training, or work experience is preferable.
GENERAL KNOWLEDGE, SKILLS & ABILITIES
• Considerable knowledge of the company’s products, services and business operations to enable resolution of customer inquiries
• Excellent customer service skills that build high levels of customer satisfaction
- • Oversees one or more teams of customer service associates who handle customer service inquiries and problems via phone and/or email.
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