**I.
JOB SUMMARY**:
The Supervisor is responsible for managing, motivating, and coordinating the account's activities to reach the objectives and service levels defined by the account.
Ensuring that calls are handled professionally.
**II.
DUTIES AND RESPONSIBILITIES**
Provides direction and guidance to guarantee the consistent achievement of key performance metrics Achieves, measures, reports, and communicates metric goal attainment for assigned team.
Ensures accurate and timely communication of client and campaign issues to the Operations Manager
Consistently achieves goals for Quality, AHT, CSAT, VOC, NPS, and call monitoring per week for assigned team.
Coaches, mentors, and develops agent team for skills expansion and promotional opportunities.
Monitors, identify, and resolve performance/behavior/attendance issues using prescribed performance management techniques.
Maintains current employee records on direct reports.
Provides Subject Matter Expertise
Ensures training needs of subordinates are met.
Modifies operations as needed to meet service level agreements under the supervision of the Operations Manager
Resolves escalated customer issues and Holds team meetings on a regular basis with direct reports.
**III.




REQUIRED SKILLS AND COMPETENCE**
Up-to-date management skills and understanding of employee motivation.
Understanding of key performance indicators including the working knowledge to drive appropriate behavior.
Good oral and verbal communication skills and Team Player
Good leadership, coaching, and interpersonal skills
Good analytical, problem-solving, and work under pressure skills
Excellent ability to coach and performance manage agents.
Ability to show eagerness to take in calls and role model behaviors that their agents can follow.
Ability to respond positively to changing environment.
Ability to motivate and encourage agents.
Ability to maintain and practice high standards of customer service.
Ability to work independently and in a team.
Good listening and communication skills
Computer literacy (MS Excel and MS Word)
1 year of experience as a supervisor (preferred)
Full Availability to work 48 hours schedule 6 days a week.
Goals Oriented
Excel Knowledge
Adaptability to a fast-paced environment
Good Service Attitude
Great Communication skills

📌 Supervisor (Monterrey)
🏢 Contactpoint 360
📍 Monterrey