Qualifications:
Minimum requirements:
- Ability to mentor a team to meet quality standards and metrics set by the department.
- Minimum of 1+ years of supervisor experience, managing and leading a team.
- Proficiency in using Excel.
- Flexibility to work in an ever-changing environment.
- Excellent written and verbal communication skills in English and one local language.
- Significant experience in a complex fast paced environment.
Responsibilities:
- Lead and manage a team of customer service specialists in a multi-channel environment.
- Ensure optimal staffing during US market hours and coordinate coverage off-peak.
- Monitor performance and conduct coaching to improve service quality.
- Review call/chat quality and ensure compliance with internal and regulatory standards.
- Handle customer escalations and coordinate with internal teams or vendors.
- Identify process gaps and suggest improvements to enhance customer support.
- Update knowledge base and FAQs in collaboration with relevant departments
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