Contact Center Supervisor – Inbound (English, Home-based)

We are looking to hire home-based call center supervisors with customer support experience to service worldwide customers. Work from the comfort of your home in global markets as part of a Canadian company and develop your career with us!

Contact Center Supervisor – Inbound (English, Home-based)

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Do you believe you are a good fit?

We are looking to hire home-based call center supervisors with customer support experience to service worldwide customers. Work from the comfort of your home in global markets as part of a Canadian company and develop your career with us!

  • Have you worked in a supervisor role previously?
  • Are you an upbeat and helpful personality?
  • Are you a team player?
  • If yes, we would like to offer you the following work-at-home, long term job opportunity: 

Contact Center Supervisor – Inbound Customer Support

Tasks & responsibilities

  • Coordinate remotely working multilingual agent team
  • Project preparation including scheduling, scripts, and information materials
  • Assist in the formulation of targets for individuals and teams
  • Hire and onboard new agents
  • Ensure all assigned agents understand their job requirements
  • Provide feedback and guidance to agents and support their overall performance
  • Anticipate escalation and take over calls when needed
  • Ensuring that target KPIs are met, such as SLA, FCR, AHT, abandonment rate, etc.
  • Drive to meet and exceed customer expectations and ability to inspire agents to do the same
  • Handling escalations, providing advice on the occurring issues
  • Actively participate in various internal meetings and conference calls
  • People management and knowledge-transfer during project management
  • Prepare & organize trainings
  • Direct contact with customers during project in writing and over the phone 
  • Proactively working on process improvement, devise ways to optimize SOPs and keep staff motivated
  • Ensure adherence to policies for attendance, established procedures
  • Keep management informed on issues and problems
  • Prepare reports on performance indicators on a regular basis
  • Work hours: full time job based on assigned shift (40 hours weekly)

Requirements

  • Fluent written and spoken English
  • Knowledge of additional languages  and multicultural experience is a plus
  • Proven experience as call center supervisor or similar supervisory position
  • Experience in customer service is essential
  • Working knowledge of MS Word, Power Point, Excel and Online applications
  • Tech savvy with knowledge of call center equipment and relevant applications
  • People management skills
  • Knowledge of performance evaluation procedures
  • Outstanding communication and negotiation abilities
  • Outstanding communication and problem-solving skills
  • Organization and multitasking skills
  • Dynamic, open personality
  • A results-oriented approach
  • Team player

Home office requirements

  • Have an Internet speed of at least 10 mbps download and 5 mbps upload (must provide a speed test copy)
  • Must have a workspace free from outside noise and distractions
  • USB headset is recommended to maximize good sound quality

Benefits

  • Flexible working hours with competitive salary
  • International environment and great self development programs
  • Home-based work opportunity
  • Passionate and welcoming colleagues
  • Opportunity to develop your professional skills at a fast growing company

Location

  • Remote (home-based)

How to apply?

  • If you are interested in this position, please sign up by clicking the APPLY button below, complete the application process then send your cover letter to applications@agentsrepublic.com
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