Contact Center Supervisor – Inbound (English, Home-based)

We are looking to hire home-based call center supervisors with customer support experience to service worldwide customers. Work from the comfort of your home in global markets as part of a Canadian company and develop your career with us!

• Have you worked in a supervisor role previously?
• Are you an upbeat and helpful personality?
• Are you a team player?
• If yes, we would like to offer you the following work-at-home, long term job opportunity: 

Contact Center Supervisor – Inbound Customer Support

Tasks & responsibilities

• Coordinate remotely working multilingual agent team
• Project preparation including scheduling, scripts, and information materials
• Assist in the formulation of targets for individuals and teams
• Hire and onboard new agents
• Ensure all assigned agents understand their job requirements
• Provide feedback and guidance to agents and support their overall performance
• Anticipate escalation and take over calls when needed
• Ensuring that target KPIs are met, such as SLA, FCR, AHT, abandonment rate, etc.
• Drive to meet and exceed customer expectations and ability to inspire agents to do the same
• Handling escalations, providing advice on the occurring issues
• Actively participate in various internal meetings and conference calls
• People management and knowledge-transfer during project management
• Prepare & organize trainings
• Direct contact with customers during project in writing and over the phone 
• Proactively working on process improvement, devise ways to optimize SOPs and keep staff motivated
• Ensure adherence to policies for attendance, established procedures
• Keep management informed on issues and problems
• Prepare reports on performance indicators on a regular basis
• Work hours: full time job based on assigned shift (40 hours weekly)

Requirements

• Fluent written and spoken English
• Knowledge of additional languages  and multicultural experience is a plus
• Proven experience as call center supervisor or similar supervisory position
• Experience in customer service is essential
• Working knowledge of MS Word, Power Point, Excel and Online applications
• Tech savvy with knowledge of call center equipment and relevant applications
• People management skills
• Knowledge of performance evaluation procedures
• Outstanding communication and negotiation abilities
• Outstanding communication and problem-solving skills
• Organization and multitasking skills
• Dynamic, open personality
• A results-oriented approach
• Team player

Home office requirements

• Have an Internet speed of at least 10 mbps download and 5 mbps upload (must provide a speed test copy)
• Must have a workspace free from outside noise and distractions
• USB headset is recommended to maximize good sound quality

Benefits

• Flexible working hours with competitive salary
• International environment and great self development programs
• Home-based work opportunity
• Passionate and welcoming colleagues
• Opportunity to develop your professional skills at a fast growing company

Location

• Remote (home-based)

How to apply?

• If you are interested in this position, please sign up by clicking the APPLY button below, complete the application process then send your cover letter to applications@agentsrepublic.com