Job Description

Job Description

Job Description

Company’s overview:

Opticall BPO was founded in 2016 under one single precept, to become the leading organization in the Business Process Outsourcing Industry. Opticall is rapidly becoming one of the fastest growing BPOs, developing tremendous career opportunities, attractive compensation & benefit packages for our talented members in the countries where it operates.

With over +15 support departments such as Marketing, Accounting & Finance, Human Resources, Call Center, IT, Operations and many more, Opticall BPO offers a rewarding work environment, professional development, job stability, and once in a lifetime journey. We are happy to celebrate our success and include you in it.

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I. Summary/Objective:

The Call Center Supervisor will be responsible for the supervision of team members in Call Center, managing and leading the team by communicating goals & policies, setting expectations, sharing best practices, and monitoring team performance.

II. Responsibilities:

• Motivate teams to achieve performance goals through regular coaching.

• Communicate performance standards and expectations on weekly coaching sessions and team meetings

• Analyze trends & behaviors to develop action plans to achieve superior performance.

• Partner with peer supervisors, quality, training, workforce and other relevant partners to deliver excellent results

• Recognize high performance and reward accomplishment.

• Listen to team members’ feedback and resolve any issues or conflicts.

• Maintain complete knowledge and adhere to all services product, policies, and tools and be able to answer associates' questions, handle calls, and share best practices.

• Be on top of team members behavior and address any activity that requires corrective actions.

• Manage any escalated case and ensure proper follow up to resolve customer’s request.

• Keep track of attendance and comply with daily reports to ensure accurate payroll records.

• Complete any administrative work related to the team.

• Ensure associates understand and comply with company objectives, performance standards, and policies.

• Identify operational issues and suggest possible improvements.

• Other duties may be assigned.

? III. Education and Experience:

• College degree preferred

• +1 year experience in leadership / operations support roles is preferred

• Microsoft Office proficiency

• Advanced English Level

IV. Required Skills:

• Strong and effective verbal communication

• Organizational, Multi-Tasking and Interpersonal Skills

• Detail Oriented and sense of urgency is a must

• Ability to prioritize and execute tasks efficiently

• Time management skills while handling multiple tasks

• Ability to work independently and under pressure

• Positive attitude, passionate about their work, creative and proactive

• Schedule Flexibility
  

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