We are currently seeking a Contact Center Supervisor for a company dedicated to providing legal services.
Objective:
Lead and support Contact Centre ambassadors by driving team performance, coaching development, and ensuring high-quality client service aligned with company standards, values, and operational goals.
Responsabilities:
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Mentor and support team members through coaching, guidance, and real-time assistance.
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Monitor team performance and provide feedback on KPIs, quality, punctuality, and client interactions.
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Conduct side-by-side observations and remote evaluations to improve performance consistency.
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Support onboarding and training activities for new hires.
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Lead practice sessions and provide actionable feedback to strengthen communication skills.
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Handle escalated or complex client situations while modeling best practices.
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Ensure adherence to company processes, service standards, and operational protocols.
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Identify process improvement opportunities and share recommendations with leadership.
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Maintain daily and weekly team activities, including check-ins, coaching sessions, and performance tracking.
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Foster accountability, collaboration, and continuous improvement within the team.
