Supervisor 2nd Level Technical Department
ICAP EMPLOYMENT SOLUTIONS, Greece
Job Description
ICAP Contact Center is a member of ICAP OUTSOURCING SOLUTIONS, the leading business to business services provider in Greece with more than 55 years of successful operation. Its high-level customer care knowledge is incorporated to the ICAP Contact Center’s procedures and methodology and is offered in a value-added format to ICAP Contact Center’s customers.
ICAP Contact Center is dedicated in providing high level contact center services as an outsourcing services provider to the largest organizations in Greece, having established successful long-term cooperations through achieving its customers’ goals and preserving win-to-win relationships.
We are looking for an experienced Contact Center Supervisor for 2nd level Techical Department for Telecomunications Provider to organize and oversee our call center customer care team. As a Contact center Supervisor, we expect you to be characterized above all by technical knowledge regarding company product and services, be customer-centric and have experience in supervising others and motivating them to achieve business goals.
Requirements
- Monitors the assigned customer service representatives, organizes and co-ordinates daily tasks, planning team workload to efficiently use available resources.
- Complete guidance on resolving end-user issues that cannot be resolved by First Level Technical Support.
- Guiding agents on troubleshooting and helping agents to manage software installations and hardware repair
- Sets objectives for team members, reviews development and provides clear, open and constructive feedback on performance combined with the appropriate actions.
- Recommend and implement changes in systems and procedures. Ensure that clients receive the best customer service.
- Devise ways to optimize procedures and keep staff motivated
- Prepare monthly/annual results and performance reports
- Daily measurement of the team’s performance with the appropriate KPIs.
- Keeps senior management informed about recurring issues or problems.
- Ensures a motivating work environment
Benefits
- Private insurance scheme
- Monthly bonus scheme
- Innovation-driven working environment
- Flexibility to work from home some days per week
- Opportunity to work and develop in a fast-growing multi-national organization