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Call Center Supervisor

Sykes

This is a Full-time position in Fort Myers, FL posted June 9, 2021.

SYKES is seeking a 3rd Party Operations Call Center Supervisor to support customers in the U.S., Canada, and Latin America.

Our goal is to provide world class customer support and achieve our business goals through the supervision, leadership, coaching of 3rd party vendor front-line operations.

Our call center operations support Consumer Electronics:

Technical/operational inquiries and Service Sales support for online store

Responsibilities:



You will oversee daily operations and quality support to all levels of the front line and back office 3rd party operations.

You will also work closely with the business unit liaisons and Consumer Electronics division management to ensure the business direction is implemented on the front-line.

Consumer Electronics Operations is driven by clearly established goals and KPI’s.

You would be responsible for closely tracking and analyzing progress toward goals and KPI results of front-line operations and for developing and implementing tactical action plans.

The environment is robust and fast-changing; constantly changing and evolving, requiring on-going implementation of action plans and initiatives to support management and business direction.

Incumbent in the 3rd Party Operations Supervisor role is a key contributor to planning, executing and assuring the success of these initiatives.

Requires project management with cross functional teams and all levels of Consumer Electronics Operations, divisional and 3rd party management, and excellent written and verbal communication skills.

You would be responsible for monitoring and responding to inquiries, issues, and escalations from the front line and back office operations; mainstreaming/operationalization of project and initiatives.

You will also monitor and respond to customer NPS rating and comments from multiple survey channels.

This role is a steward of the customer experience and brand.

Qualifications:

Bachelor’s Degree is required or equivalent Must have 2 to 5 years related experience, including supervisory experience Experience in call center operations preferred Experience with online sales support preferred Strong interpersonal communication skills including verbal, written, and presentation Facilitate weekly business reviews Attention to detail Results driven and self-motivated Proficient Microsoft Office skills, including Excel, Word, PowerPoint, Visio and Microsoft TEAMS Work from home with dedicated workspace and sufficient connectivity