Supervisor

Company Overview: OutPLEX's success and growth can be attributed to one thing - outstanding employees who provide superior services and products to our customers. OutPLEX is a top Tele-services contact center company providing sales and services for some of the most recognized companies today!

Position Summary: OutPLEX is seeking a motivated Operations Supervisor that can convey product knowledge and encourage success! The Supervisor will oversee employees in our call center located in the Dominican Republic.

Role Qualifications and Requirements:

• Proven experience (2+ years) in a customer service supervisory or management role.
• Exceptional verbal and written communication skills. - speaks and writes clearly and persuasively in positive or negative situations; listens and gets clarification.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Strong leadership abilities with a focus on team building and motivation.
• Ability to analyze data and generate actionable insights to drive performance improvements.
• Ability to conduct routine reports and correspondence to support team.
• Must always keep a positive and supportive demeanor toward the company, job, customers and co-workers.
• Must demonstrate a competent level of platform/presentation skills.
• Must embody professionalism in appearance and behavior and demonstrate exceptional interpersonal skills.
• Must be punctual and meet attendance requirements and ensure all responsibilities are covered when absent, and be flexibility to work in a fast-paced environment and adapt to changing priorities.
• Must be able to identify and resolve problems in a timely manner; gather and analyze information skillfully; develop alternative solutions.
• Must be a team player but able to work efficiently independently as well.
• Commitment to delivering exceptional customer service and fostering a customer-centric culture within the team.

Position Responsibilities:

• The Supervisor will ensure that the day-to-day operations are running smoothly.
• Work with management, supervisors and employees to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, business initiatives and technologies.
• Research, plan, organize and conduct training programs, seminars, and conferences for all CC staff.
• Must be able to handle strenuous customer deadlines and be flexible and available to interact with employees at all levels.
• Review individual agents interactions and provide appropriate coaching to ensure attainment of set goals, observe employee demeanor, technical accuracy and conformity to company policies.
• Communicate and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes, or actions.
• Must be able to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent to draw and interpret bar graphs.