Contact Center Supervisor

Responsible for coaching agents, interacting with clients and other team members of the contact center team, and actively participate in improving the VEO Contact Center’s performance by assisting in balancing all workload requirements, responding in a positive manner to management requests. Ensures sufficient Customer Service Representatives are present at work to fill the assigned schedule. Identify Customer Service Representatives who are not in compliance with established processes and coach them to improved performance. Ensures all Customer Service Representatives adhere to assigned schedule and that all adherence and performance metrics for their team are met or exceeded. Responsible for agents’ performance, training, and ability to handle calls. Responsible for regular team meetings and 1:1 coaching.