Job Opening for Call Center Supervisor in i2c Inc (San Antonio, TX 78249)

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Job Category : Management
Company Name: i2c Inc
Position Name: Call Center Supervisor
Location : San Antonio, TX 78249
Job Description : Our Company Founded in 2001, and headquartered in Silicon Valley, i2c Inc. drives innovation to the global digital payments and open banking industry with a multi-function technology built for endless possibilities. We create, deliver and service advanced prepaid card products that help consumers and enterprises solve a multitude of personal finance and business challenges. As one of the world’s fastest growing processors in the payment industry, i2c offers a challenging and rewarding career to individuals who have a passion to excel and deliver in a fast-paced, team-based environment. About the Role We are looking for a highly enthusiastic and experienced supervisor to help prepare and motivate our call center representatives as they answer questions, handle complaints, and provide support for our clients and card holders. The contact center supervisor will assist in hiring and training employees, monitoring their progress, and coaching them to cultivate the knowledge and skills to provide excellent service to customers. If you have 3+ years of management experience in a call center environment, this opportunity may be for you. *** 11:00 p.m. – 7:30 a.m. Shift** Must be available to work on Saturday and Sunday What You will Do Day-to-day Work closely with QA reviewing call evaluations and providing ongoing associate coaching and counseling ensuring KPI’s and customer service meets the client expectations. Provide ongoing QA feedback, contesting call evaluations that may be questionable. Compile and deliver annual employee reviews to direct reports. Prepare daily, weekly, and monthly reports with key contact center performance goals for customer satisfaction, quality, productivity, and key performance metrics. Monitor performance, documents performance issues and implements disciplinary procedures in accordance with company policy. Report, analyze and resolve system, customer and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience. Ensure that all computers receive current programming updates and phone equipment and lines are operational. Work closely with cross-functional teams to ensure timely identification of issues and processing of inquiries. Develop and maintain a close communication channel with clients to ensure smooth flow of information and improved satisfaction levels. Stay informed of all new process changes and ensure that agents are properly trained to handle questions about any of them. Train the new hires on product knowledge, internal tools and other call taking processes. Assist in administering team attendance records, salary preparation, staffing schedules and forecasts. Build and maintain a positive working environment that attracts and retains high- quality staff. Analyze call /ticket trends and drive a continuous improvement philosophy within the contact center. Work closely with management to achieve team and departmental goals. Assists in developing plans to ensure goals and standards are met or exceeded. Handle escalated calls and provide excellent consumer experience. Function as Client Services Representative when needed. Function as Manager on Duty when needed. Resolve operational and interdepartmental problems quickly for successful delivery of assigned tasks. Assist in interviewing candidates and evaluating call center personnel. Any other task assigned by the management. About you: Minimum Education: High School Diploma or equivalent Required Experience: 3 years of supervisory experience preferred. Skills: Skilled at promoting a cohesive team environment. Ability to work both independently and as part of an effective team. Flexibility to accept frequent schedule and project priority change, as business needs require. Demonstrates self-confidence and capable of building credibility among peers and senior management. Ability to identify issues and recommend strategies and plans for resolution. Strong data analysis skills. Proven mathematical and aptitude for numerical analysis. Good interpersonal, written, and oral communication skills. Effective coaching and development skills. Effective conflict management skills. Ability to develop and maintain relationships. Ability to utilize effective time management skills to meet deadlines and balance multiple priorities. Strong consensus building skills. Good understanding of call center structure, support functions, day to day operations and deliverables. Hands on experience with basic reporting and web tools. Knowledge of electronic payments and prepaid cards preferred. Familiar with the use of business applications for routine operations. Id2000
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