As Contact Center Supervisors, our primary tasks include managing and overseeing the daily operations of a contact center to ensure customer service standards are met or exceeded. We use performance metrics and customer feedback as benchmarks for improving processes and developing our team. Effective supervisors coach and mentor their team to achieve key performance indicators (KPIs). Additionally, we handle escalated customer inquiries to resolve issues promptly and maintain customer satisfaction. We also collaborate with other departments to ensure seamless service delivery and align with company goals.
Core tasks:
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