Return Center Supervisor

Job description

Responsibilities:

  • Interviewing, Hiring, training, and preparing Return Center representatives to respond to customer/Sellers’ questions and complaints and troubleshoot problems with services or products.
  • Ensuring agents understand and comply with all return center objectives, performance standards, and policies.
  • Answering agent questions regarding best practices or difficult calls.
  • Talking to unhappy/angry customers who complain of agents or services and need more help.
  • Identifying operational issues and suggesting possible improvements.
  • Preparing reports and analyzing data to assist management as they determine call center goals.
  • Working with other supervisors and management team members to support agents and maximize customer satisfaction.
  • Hire and onboard new employees.
  • Measure performance of agents and give effective feedback and help them to improve.
  • Ensure adherence to policies for attendance and established procedures.
  • Meet monthly contact center performance goals for customer satisfaction, quality, productivity and key performance metrics.
  • Taking care of service level and promise to achieve defined KPIs.
  • Monitor agents’ performance and provide feedback's and ensure all the KPIs are being achieved.
  • Coordination between other supervisors and departments.
  • Providing required reports and use them to improve service level.

Requirements

  • Education/Certification: B.S/ M.S in Industrial Engineering or other related fields.
  •  Age required: Less than or 30 years old
  •  Experience required: At least 2 years of experience in a kind of customer service job or industrial management
  •  Skills/Abilities:
  • Deep knowledge of work study methods with industrial engineering standards.
  • Good communication skills.
  • Good knowledge about process mapping or BPMN,
  • Leadership (self-awareness, people management,…)
  • Excellent communication and public relations skills.
  • Ability to work well under pressure.
  • Ability to coach, train, and motivate employees and evaluate their performance.
  • Excellent problem solving, teamwork, and customer-centric skills.
  • Excellent communication and public relations skills
  • Ability to work well under pressure.
  • Ability to use a personal computer and related software applications including Microsoft Word or Excel.