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Customer Service Supervisor with 7+ years in contact centers
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Competencies
Led customer service teams, facilitating coaching and performance improvement initiatives.
Monitored and used KPIs like AHT, QA, and CSAT to assess and improve team performance.
Managed payroll and incentive schemes to motivate staff and align with company goals.
Delivered high-quality customer interactions, resolving issues efficiently and effectively.
Handled customer and team conflicts to maintain a positive work environment.
Education
Languages
Summary
Experienced customer service leader with a strong background in team supervision, KPI management, and process improvement. Skilled in coaching, motivating teams, and ensuring high service standards to enhance customer satisfaction.
Key Achievements
- Supervised and coordinated teams of 13-21 customer service agents, enhancing team performance.
- Managed payroll and incentive programs, aligning rewards with performance metrics.
- Monitored and analyzed KPIs such as AHT, QA, FCR, CSAT, Hold, ACW, improving service efficiency and quality.
Experience
Call Center Supervisor
Supervised teams of 13 to 21 customer service agents., Managed payroll and performance-based incentive programs., Monitored and analyzed KPIs including AHT, QA, FCR, CSAT, Hold, ACW, and Supervisor Transfers., Provided coaching, feedback, and continuous performance improvement.
Customer Service Representative
Delivered high-quality customer service and issue resolution., Met and exceeded quality, productivity, and compliance standards.