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Customer Service Supervisor with English
HomeAway, company leader in the travel industry
The Customer Service Supervisor will be responsible for ensuring our operation, providing coaching to a team of 20-30 staff and handling customer escalations. This person will be responsible for delivering the CE department’s key performance metrics and strategic objectives.
This vacancy is Full time permanent position of 40 hours, from 8-17h or 13h to 22h, from Monday to Sunday with 2 days off.
Your main responsibilities will be:
-Manage day to day team activities
-Delivery performance metrics: Service Levels (Phone/Chat/Email), Customer Satisfaction (Csat)
-Delivery hygiene metrics: productivity, AHT, schedule adherence, attendance
-Act as an information source for agents' questions pertaining to process, policy and work schedules
-Resolve escalated customer complaints and questions within required timeframe; assist team with de-escalation of calls in real time as needed
-Complete weekly performance quality monitoring of Phone/Chat/Emails providing coaching feedback to CSR’s.
-Complete weekly Csat analysis to enable coaching feedback to CSR’s
-Enable and encourage great team morale
-Provide continuous feedback to CSRs and Team Coaches
-Coordinate training for new hires and existing staff; participate in the delivery of training
-Support recruitment, on boarding, training and continuous development
We are looking for a candidate that meets the following criteria:
-At least 2 years of experience in a similar position with Management people experience
-Experience managing more than 15 people
-Experience with remote management
-High standards of computer literacy and keyboarding skills. Experience with business support software applications such as MS Office (Word, PowerPoint, Excel, etc.) are required. (Intermediate level).
-Focus on Customer Loyalty
-Highly motivated, focused passionate about connecting with people and customers
-Ability to inspire and motivate people
-Time management and organisational skills
-Initiative and proactiveness
-Professionalism and team work
-Full permanent positon
(+34) 91 590 04 31 (#117)
(+34) 91 590 04 31 (#117)
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