Bilingual Customer Service Supervisor

15 hours ago

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Serefin

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We humanize the client experience in healthcare, contact centre, EAP, travel, rewards and recognition programs

Clinic • Virtual Health • Contact Center Services

201 - 500

Description

•Communicate latest updates on programs, policies, procedures, requirements, initiatives to team •Listen to calls and review scorecards; schedule coaching session and provide training and coaching including role playing and Q&A component and attend to any questions or concerns such as clarifications of program details or call workflow •Monitor individual agent and overall team’s performance including QA scores and internal call quality standards, schedule adherence and KPI requirements and address issues as appropriate •Collaborate with Managers and Supervisors on procedural matters, training material, unexpected technical issues, questions or concerns which may impact customer experience and assist in the production of program documentation delivered to the agents for their sound understanding of protocols •Handle specific requests from the agents with regards to work schedule, time off, etc. •Monitor overall agent schedule to ensure proper coverage for each campaign and request appropriate adjustments as needed •Track agent hours for Payroll •On Call coverage as assigned •When possible, participate in team building games and activities •Facilitate the success and ongoing development of a customer service team sharing your expertise of client programs, policies and procedures in continuously striving for an exceptional customer experience and meeting customer service goals reflecting customer satisfaction and loyalty •Professionally manage customer escalations, assist in troubleshooting and resolving issues •Accurately collect and input data related to customer and team interactions, agent productivity and issue resolution to meet business reporting and analytical requirements •Engage with Quality Assurance and RTA/Planning teams to understand and ensure your agents’ performance on quality scores and schedule adherence both on an individual and overall team basis •Collaborate with Managers and Supervisors to identify gaps or inefficiencies in procedures, create new training material and capitalize on coaching and mentoring opportunities to meet team’s KPIs •Foster a healthy and pleasant work environment offering encouragement, guidance and constructive feedback in a positive, respectful, objective and tactful manner •Communicate updates to company or client programs, policies, procedures and initiatives •Oversee special projects as assigned by Manager •Assist in front and/or back-office customer service needs as required

Requirements