Call Center Supervisor

თბილისი სრული განაკვეთი CMX Solutions
ენები: ინგლისური
გაყიდვები: გაყიდვების ქოლცენტრი

CMX Solutions is a leading German Customer Service Company with offices in Berlin, Skopje, Tbilisi and Yerevan since 2012.

In order to further expand our team, we invite applications from qualified candidates to fill the position of Call Center Supervisor

  • Duration: This is a full time position and we are looking for someone who would like to commit long-term;
  • Location: Tbilisi (It is also possible to work remotely)

Responsibilities

  • Real time monitoring of quality interval plan vs actual and make necessary adjustments to reach goals.
  • Ensure effective scheduling of front-line contact center staff and call volume forecasting
  • Implement and optimize the usage of Workforce Management tools within Contact/Customer Service Center environment
  • Provide ongoing analysis of call center operations, planning and scheduling while identifying changes necessary to improve the level of quality and efficiency as measured by key business indicators (cost per call, cost per member, service level, etc.)
  • Plan Overtime and time off
  • Work with the leadership team to provide analytical support and recommendations for staffing resources to meet objectives.
  • Coach and train processes and procedures to customers associated with real time adherence management, standards reporting and dialer campaigns

Required qualifications

  • Call Center/Contact Center experience
  • Experience in managing team and team targets
  • A quick learner who will easily pick up new skills and software
  • Confident using office programs (Google documents, MS Excel, Word, Outlook etc)
  • Accurate, with good attention to details
  • Capable to adapt in fast paced environment, learn and retain new or evolving information and procedures.
  • Proficiency in English.

We offer:

  • Motivating working environment focused on progress and continuous growth
  • Possibility to be part of an international team and develop
  • Competitive remuneration package
  • Insurance
  • Hybrid work

If you feel that your qualifications meet our requirements and want to develop within our company, please send your CV to the following e-mail address: jobs@cmx-solutions.com until 08.04.2022.

Please indicate the title of the position “ Call Center Supervisor” in the subject line of your e-mail.

By submitting the application, I, hereby, consent CMX Solutions to store the provided by me in relation to the recruitment process documents and personal data in order to use them in subsequent recruitment campaigns for a period of 3 years.

I am informed I may withdraw my consent at any time. I am aware that if I withdraw my consent, however, CMX Solutions will not be able to contact me for potential future recruitment procedures for positions that may be suitable for me.