Contact Center Operations Supervisor

Job Description

In the story of Snappfood, we believe in creating value that goes beyond the ordinary. We are willing to establish innovative tendencies and are eager to have you on our team to help us get through our business challenges with creativity, intelligence, and agility.
We are waiting for you to continue this story.

Responsibilities:

• Oversee the daily operations of the contact center, ensuring optimal execution of processes and achievement of organizational goals.
• Monitor and analyze performance data related to the contact center, identify weaknesses, and propose solutions to enhance efficiency.
• Prepare and present performance reports to management at specified intervals.
• Identify operational challenges, provide swift and effective solutions, and follow up on issues reported by sub-teams.
• Obtain KPIs and evaluate the efficiency of training programs.
• Manage team activities, establish task priorities, schedule and track work assignments, provide guidance, and ensure the availability of resources.
• Increase customer satisfaction and NPS.
• Have active collaboration with the QA team to improve staff's knowledge and soft skills.
• Participate in battles, combats, and star projects.
• Keep up-to-date knowledge on products and procures.
• Train, coach, and provide feedback to team leaders for skill development.
• Handle escalated customer issues and ensure satisfactory resolutions.

Requirements:

• Strong knowledge of contact center flows and processes.
• Strong understanding of company products, policies, and services.
• Ability to analyze, interpret, and report Contact Center data.
• Good at MS Office, especially data ones (Excel, G-Sheet).
• Familiar with QA and QC procedures and policies.

Benefits:

• Credit for gym, therapy, and internet costs.
• Social security and complementary insurance.
• Educational platform for advanced courses.
• Snappfood discount codes.
• Loans.