Operations Supervisor

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SMDigital USA

SiteLinkedInTodas as Vagas

51 - 200 funcionários

💼 Consultoria

📣 Marketing

Consulting • Marketing • Digital Agency

A SMDigital USA é uma agência digital internacional premiada, conhecida por sua equipe talentosa de mais de 220 profissionais comprometidos em criar soluções digitais inovadoras. A empresa coloca forte ênfase em promover um ambiente de trabalho positivo, oferecendo flexibilidade e oportunidades de crescimento, e mantendo um equilíbrio saudável entre trabalho e vida pessoal para sua equipe global. Com escritórios em Miami, Nova York, Xangai, Medellín, Espanha, Filipinas e Panamá, a SMDigital é especializada em áreas como atendimento ao cliente, desenvolvimento web, SEO, gerenciamento de mídias sociais e mais, contando com uma equipe de especialistas principalmente baseada nas Filipinas.

Descrição

• Coordinate and help supervise the daily activities of the call center including selection, training, staffing, scheduling through the workforce management system, and maintaining quality standards. • Supervise by virtual “Zoom walkaround” (all business is WFH); be readily available to assist staff with escalated calls, customer concerns, and technology issues. • Keep Teammates motivated and engaged toward meeting individual and team goals. • Work collaboratively with the Talent Manager and provide management direction in their absence. • Participate in interviews, make hiring recommendations to the Manager, deliver training to staff, provide input to performance evaluations, and recommend disciplinary action to the Manager. • Develops a team environment that fosters growth and the desire to help others. • Ability to perform all Call Center duties and functions and can identify system/process gaps to drive improvements. • Assist in meeting monthly key Contact Center performance goals for customer satisfaction, quality, productivity, and key performance indicators (KPIs). • Report system, customer, or operational issues that impact service quality with a strong awareness of internal client relations and external customer experiences. • Establish and maintain open lines of communication with direct reports, peers, upper management, Quality and IT, and all other areas of the company to facilitate problem solving. • Participate in calibration sessions with Teammates, Quality Analysts and Workforce Analysts; coach Teammates regarding needed improvements. • Responsible for data collection, analysis and quarterly/ad hoc reporting. • Make recommendations to Leadership Team for procedural changes to increase efficiency. • Other administrative duties and special projects, as assigned by Leadership.

🎯 Requisitos

• Two-year degree from an accredited university; Four-year degree preferred; or experience in lieu of degree • 5 or more years of Contact Center experience, with at least 2 years of leadership or supervisory experience in a Contact Center • Highly developed verbal, interpersonal, and written communication skills • Positive attitude and ability to maintain a friendly, professional, and courteous demeanor while assisting customers, clients, and co-workers throughout the day • Demonstrated accuracy with consistent attention to detail • Possess independent judgment, discretion, and initiative in the absence of specific directions from management • Strong grammatical and typing/data entry skills with an emphasis on accuracy • Thrives in a fast-paced, dynamic work environment and is able to work effectively and efficiently while maintaining a high level of customer service • Organized with excellent time-management skills • Maintains professional and technical knowledge • Advanced knowledge of procedures across multiple customers • Advanced knowledge of all working systems • Demonstrated proficiency in resolving customer complaints and escalations • Experience coaching/mentoring and motivating teams to achieve set goals • Proven ability to produce detailed system issue reports • Demonstrated proficiency in reporting and analyzing key contact center metrics • Experience utilizing workforce management solutions to project and maintain staffing levels • Ability to multi-task, communicate effectively, and remain organized and focused • Ability to follow documented protocols • Ability to meet and motivate team members to meet goals and targets • Unquestioned ability to perform the role with complete integrity and autonomy • Ability to provide positive/negative coaching feedback with an emphasis on skills development

🏖️ Benefícios

• Competitive Salary • Quarterly Performance and Retention Bonuses • Comprehensive Health, Vision, and Dental benefits after 1 year • Paid vacation, personal time, and holidays • Employee Assistance Program (EAP) • Opportunity for career development • Lifelong Learning Classes through SMDigital University • Professional Leadership Development Courses • Business casual dress • Fun & exciting work culture