American Call Center Supervisor (home based)

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 American Call Center Supervisor (home based)

American Call Center Supervisor (home based)

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Cloudagents is a global leader in providing multilingual call center services with an at-home workforce. CloudAgents provides OmniChannel Front Office BPO services globally with more than 12,000 Native Speakers in 150+ languages and is currently looking for a talented individual for our international team as an American Call Center Supervisor. Come and challenge yourself in our international, cloud customer service team!


Job responsibilities

  • Campaign daily operations management: coordinating & assigning tasks, scheduling and monitoring attendance, supporting agents with daily work and performance development
  • Deal with high complexity cases, tasks, calls, complaints solving
  • Preparing statistics, reports, statements
  • Training of new colleagues and ensuring their flawless integration within the team
  • Solving customer questions, letters, and complaints
  • Related administrative tasks, sending out letters, data entry, occasionally
  • Use standard operating procedures as provided by management
  • Ensure the Service Desk meets all SLA compliance requirements to the business by exercising an ownership mentality toward customer needs, showing respect and consideration to all team members incl. compliance with quality standards (enforcement of the relevant directives, regulations, and processes according to their control)
  • Ensure profitable operation by promoting adherence to required quality & efficiency indicators
  • Check accuracy of data provided to clients and agents
  • Escalate to a higher level cases that cannot be resolved immediately
  • Planning and participation in resourcing if needed

Requirements

  • Native American English knowledge + either French(EU) OR Spanish(EU) OR Portugese OR German language knowledge is a must
  • Excellent verbal and written communication skills 
  • 3 years+ experience in contact center and/or technical support desk is a must, previous team lead position preferred
  • Proficiency in Microsoft Office Suite and Online applications; strong technology acumen
  • Precision of data entry and good analytical skills
  • Project Management skills: ability to manage complex, on-going tasks in a timely manner, project management certification is an advantage
  • Leadership skills: ability to coach, challenge and build a high performing team
  • Able to work minimum 6 hours a day (in EDT time between 1pm-3am, (Monday-Friday)

 

Work type: Long-term work from home, freelancer partnership 
Start date:   January, 2018

 

Work Environment Requirements

  • Quiet workplace (tasks are delivered from the comfort of the home office)
  • USB Headset (separate microphone and loudspeakers are not good enough to manage calls)
  • Computer or Laptop with Windows operating system (If possible)
  • Broadband internet connection (mobile internet is not good enough to manage calls)
  • Training Method:
  • We use cloud based call center technology - You need to download our Virtual Call Center, which needs to be tested.
  • We train all of our team members online before the beginning of any project (compulsory to attend)


If you are interested to join our team, please send your CV to hr@cloudagents.com!
 

 

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