• Oversee and supervise a team of agents.
• Attend required training session for new information and training updates.
• Acquire and transfer to the team the knowledge of all tools and associated workflow processes
• Assist in developing and streamlining procedures
• Coach, motivate, reward, counsel and assist with disciplinary actions as necessary
• Provide quality service to both internal and external customers – on and off-line.

Job Requirements:

• An assertive, well-organized self-starter with demonstrated supervisory experience
• Management experience in customer service (or sales or on-line retail where relevant) desirable
• A proactive thinker with the ability to anticipate and identify customer needs and decisively solve problems
• A detail-oriented professional with exceptional written and verbal communication skills
• Ability Redirect and coach for improvement, and gauge user ability and modify delivery accordingly
• Demonstrate professional customer service skills: solutions mindset, helping nature, passion for customer service