Supervisor

Supervisor Are you positive motivated and ready to learn in a fast-paced call center environment This is an opportunity to work in a friendly atmosphere be recognized for your success and make a difference At ResultsCX we are focused on providing exceptional customer service to our clients and making the communities we live and work in a better place to be The Supervisor provides world-class support to the call center agents and our clients customers as well as consistently driving to exceed performance targets In this role you will support and develop ResultsCX Associates by providing and delivering a best-in-class level of coaching in areas of call center performance customer service technology and professional development We expect greater of ourselves Whats Your Greater Come find it at ResultsCX UK International Banking Experience Voice inbound call experience a MUST Rotational schedule - including overnights Onsite work In this role you will Directly manage team of 10 or more agents including the provision of significant input on hiring appropriate discipline discharge and insuring accuracy of inputs regarding payroll documentation Identify Prioritize and Coach agent development areas Document account resolutions issues and general notes Assist agents with functionality and basic troubleshooting of product or account issues for the customers Maintain target levels of performance required by the client Maintain up-to-date level of product and procedural knowledge by being attentive to and acting upon information advised in email updates team meetings trainings and other briefings Provide appropriate motivational techniques to promote team building and to increase team and Call Center morale Help maintain a good team and working environment Multitask listen input data probes and proves solutions to the agents Ensure that all Agent reference materials are up to date Undertake duties of a general nature or additional tasks as business requires from time to time Conduct mandatory phone call monitoring and desk-side coaching to ensure that all agents are providing the levels of customer service that is required Ensure that agents have working equipment and all items needed to do their job We are looking for someone who has Consistent attendance and punctuality Strong English communication skills written and verbal Previous experience in a similar role in the BPO industry Experience as a Mentor Ability to exceed KPIs Proficient knowledge of inbound contact center environment Excellent phone skills customer service skills analytical and troubleshooting expertise Solid verbal and written communication skills The Ability to multi-task handle escalated calls and upset customers in a professional and courteous manner A flexible schedule Analytical and troubleshooting expertise Ability to develop and motivate a team Superb listening probing negotiation and de-escalation skills About ResultsCX ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies We design build and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow while improving efficiency and reducing costs ResultsCXs 30 -year track record for reimagining the customer experience to meet consumers evolving expectations has driven growth to more than 20 geographic hubs and approximately 20 000 colleagues worldwide Our core expertise extends to actionable analytics contact center as a service CCaaS and our own SupportPredict AI-powered digital experience platform Our strength lies in exceptional individuals working together in a high-performing fun culture to deliver next-generation customer experiences on behalf of our clients Results-CX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race color religion national origin sex sexual orientation gender identity age disability veteran status or any other protected factors under federal state or local law