Job Summary:
The Contact Center Operations Supervisor is responsible for overseeing the day-to-day operations and performance of a team of contact center agents. They ensure the efficient and effective delivery of customer service and support, while also driving continuous process improvements and staff development.

Key Responsibilities:

• Manage and oversee a team of contact center agents, including scheduling, monitoring performance, and providing coaching and feedback
• Develop and implement strategies to optimize contact center productivity, efficiency, and customer satisfaction metrics
• Continuously analyze contact center data and identify opportunities for process improvements, staffing adjustments, and training needs
• Collaborate with the quality assurance team to monitor customer interactions and provide feedback to agents for skill enhancement
• Ensure adherence to company policies, procedures, and regulatory requirements in all customer interactions
• Serve as the primary point of escalation for complex customer issues, providing guidance and support to agents as needed
• Lead team meetings and training sessions to improve agent skills, knowledge, and engagement
• Participate in the recruitment, onboarding, and development of contact center personnel
• Monitor and report on key performance indicators (KPIs) and contact center metrics, and recommend actions for improvement
• Coordinate with cross-functional teams to align contact center operations with broader organizational goals and strategies

Required Skills and Qualifications:

• Bachelor's degree in business, Telecommunications, or a related field
• 3-5 years of experience in a contact center or customer service environment, with at least 2 years in a supervisory role
• Strong leadership, communication, and interpersonal skills
• Proficient in data analysis, problem-solving, and decision-making
• Excellent customer service orientation and problem-solving abilities
• Familiarity with contact center technology, workforce management, and quality assurance best practices
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities
• Strong team management and coaching skills to motivate and develop a high-performing team

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