Customer Service Supervisor

CRI - Herediaonsite

Posted yesterday · via Workday

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About this role

What you’ll do Supervise and coach a team of call center agents, providing real-time feedback and support to enhance their performance and customer interaction skills, ultimately achieving target metrics for key performance indicators (KPIs) like Average Handle Time (AHT) Quality Assurance (QA) and Customer Satisfaction (CSAT). Manages activities of leads and employees to ensure the teams are functioning effectively to meet consumer/clients’ needs and operational initiative targets. Develop/communicate processes and policies. Creates tactical short and long-term goals that support the team’s vision and strategy. Responds promptly to escalations. Contributes to the team's process improvement efforts and implements changes in a positive way. Incorporates client feedback into efforts.…

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reqspace match rubric

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Skills match

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Level fit

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Domain experience

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Recency

A skill you used last quarter weighs more than one from five years ago. We grade on recency, not lifetime.

Location fit

This role is based in CRI - Heredia. We weight your proximity and willingness to relocate.

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