Responsibilities: Ensure that supervisors understand and comply with all objectives, performance standards, and call center policies.Identify the root cause of the operation's major opportunities through the leadership academy methodology and processes.Create action plans with specific goals and timelines directly related to improving behaviors in our interactions with customers.Follow up on the day-to-day operation and the compliance of metrics related to the product.Monitor and evaluate supervisor performance, providing learning or coaching opportunities, and taking corrective action if necessary.Analyze operational metrics and prepare respective reports to assist management in determining and meeting call center objectives.Work together with other departments such as human resources, recruiting, accounting, quality, and training to be aligned on processes and standards.Understand customer needs and provide solutions and support.Organize and coordinate supervisor schedules.Comply and enforce internal work rules and regulations.Comply and enforce compliance with Company policies.Condition: 46 hours per weekDays OFF based on OPS needsCompany Information: At ContactPoint360, we think differently.
We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life.
Here, you won't just be a coworker; you'll be part of a team that redefines both employee and customer experiences.
We are one of the fastest-growing BPOs in the world, and our secret is simple: it's our people.
We invest in our people and develop them into future leaders.
Did you know that 50% of ContactPoint360's leaders were promoted from within?
Our CEO's journey, starting as a phone agent, reflects our commitment to genuine care for our people—it's in our DNA.
Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren't just welcomed—they're essential.
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