Supervisor, Customer Care

Montego Bay, St James, JM, JMCJS12

Description: 

OB FAMILY: OPERATIONS: CUSTOMER CARE

 

JOB CODE: OP01M01100

 

JOB LEVEL: M01

 

OVERTIME STATUS:

 

REPORTS TO: Operations Manager

 

OBJECTIVE

Supervise a staff of customer service representatives that respond to requests from customers

by phone or e-mail and manages the daily work load to ensure required service volume and

quality levels are attained.

 

ESSENTIAL FUNCTIONS

* Train and coach staff in standard policies, procedures, and best practices.

* Identify opportunities for operational improvements and implements solutions.

* May monitor staff performance and have responsibility for hiring and performance appraisal.

* Supervise a small group of para-professional staff characterized by highly transactional or

repetitive processes.

* Contribute to the development of processes and procedures.

REQUIRED EDUCATION AND EXPERIENCE
2 or more years as a senior agent 

1 year experience in the related area as an individual contributor.

 

COMPETENCIES

 

Service Desk Management

Service Level Management

Service Management

Service Operations

Customer Service Help Desk Software

 

 

 

 

SUPERVISORY RESPONSIBILITY [Yes/No] WORK ENVIRONMENT This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. POSITION TYPE/EXPECTED HOURS OF WORK This is a (full-time/part-time) position. Days and hours of work are (Monday through Friday, 8:30 a.m. to 5 p.m.) TRAVEL [State any travel requirements] OTHER DUTIES Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

About Continuum Global Solutions, LLC
Continuum Global Solutions’ customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com.

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation,disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.