Customer Service Supervisor

What You’Ll Do

• Team Leadership: Supervise agents to improve performance and meet metrics like AHT and CSAT.
• Operational Management: Handle daily activities and respond to the majority of escalations.
• Performance Analysis: Analyze reports to monitor team performance and suggest process improvements.
• Collaboration: Partner with other departments for problem resolution.
• Projects: Participate in key projects, including budget planning.

What experience you need

• Bachelor's Degree Diploma or ongoing business administration (or related) studies
• At least 1 year of experience leading a team, preferably in a call center or customer service environment.
• Advanced Knowledge of G-suite programs (Sheets, Docs, Slides, etc.)

• English Proficiency B2+​

What could set you apart

• Leadership experience or background leading or supporting team performance (Both Voice and Backoffice).
• Previous experience in Training or Quality Departments.
• Demonstrated ability to analyze issues, determine appropriate solutions and resolve sensitive problems.
• Scrum Master or Project Management related certificates.
• Business to Business product knowledge or previous experiences.

Primary Location:

CRI-Heredia

Function:

Function - Customer Service

Schedule:

Full time