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Call Center Supervisor
Location
PST (UTC-8)
Posted
6 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Call Center Supervisor
Briljent
Role Description Briljent is seeking one Call Center Supervisor to oversee a remote team of Call Center Representatives supporting a long-term customer service program. The Call Center Supervisor will provide daily leadership and operational support to the team, including: - Monitoring performance - Coaching employees - Assisting with escalated customer concerns - Ensuring established procedures and service standards are followed The successful candidate will be organized, dependable, and comfortable leading a remote team in an environment where call volumes and staffing needs may fluctuate seasonally. This position operates on Pacific Time. We are only considering candidates who can consistently work the required Pacific Time schedule. Qualifications - High school diploma or GED; associate or bachelor’s degree preferred - At least two years of customer service, call center, or related experience preferred - Previous supervisory, team lead, coaching, or mentoring experience strongly preferred - Strong leadership, communication, organization, and problem-solving skills - Strong attention to detail and the ability to manage multiple priorities - Comfortable using call center technology, web-based systems, reporting tools, and Microsoft Office applications - Dependable attendance and punctuality - Reliable high-speed internet and a quiet, secure workspace suitable for handling confidential information Requirements - Ability to consistently work all assigned hours and complete required training according to a Pacific Time schedule - Ability to coach employees, address performance concerns, and manage escalated customer situations professionally - Ability to interpret procedures and clearly communicate expectations to employees - Ability to lead and support employees effectively in a remote environment - Experience supporting high-volume customer service operations, government programs, human services, or seasonal call center operations is preferred but not required Benefits - Perform additional job-related duties as assigned Company Description Briljent is a solutions-based company. Solutions come from creative ideas; ideas come from being creative with differences. Briljent believes diversity and inclusion are critical to the success of the company. Employment at Briljent is based on merit and professional qualifications. We do not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, national origin, disability, age, veteran status, marital status or any other basis protected by federal, state or local law, regulation or ordinance.
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Role Description Du machst Kundenservice zum Erlebnis und hast Lust auf einen krisensicheren Job, bei dem du morgens einfach nur den Rechner starten musst? Für das Team der Deutschen Bahn suchen wir zum nächstmöglichen Zeitpunkt motivierte Kommunikations-Talente wie dich! Egal, ob du bereits Erfahrung mitbringst oder als Quereinsteiger (m/w/d) neu durchstarten willst – bei uns zählt deine Persönlichkeit und Serviceexzellenz im Blut! Qualifications - Kommunikationsstärke: Spaß am Telefonieren und Freude am täglichen Kundenkontakt - Empathie & Hilfsbereitschaft: Gutes Gefühl für die Anliegen der Kunden, besonders bei der Betreuung von Fahrgästen mit Beeinträchtigungen - Basis-Erfahrung: Erste Erfahrung im Kundenservice oder Call Center ist ideal, aber kein Muss - Tech-Skills: Sicherer Umgang mit dem PC und schnelle Einarbeitung in Programme wie MS Teams, E-Mail und Chat - Sprachgefühl: Sehr gute Deutschkenntnisse in Wort und Schrift - Flexibilität: Bereitschaft, im Schichtsystem von Montag bis Sonntag zu arbeiten (Servicezeiten 8:00-22:00 Uhr) - Wohnsitz: Dauerhafter Wohnsitz in Deutschland (Arbeiten aus dem Ausland ist leider nicht möglich) Requirements - Du unterstützt zwei wichtige und sinnstiftende Servicebereiche der Deutschen Bahn: - Mobilitäts-Service Zentrale (MSZ) - Barrierefreies Reisen ermöglichen: Buchung von Reisen für Menschen mit Beeinträchtigungen und individuelle Anforderungen (z. B. Rollstuhlmitnahme) - Routen & Service planen: Komplette Routen- und Reiseplanung, Prüfung vor Ort gegebener Gegebenheiten (z. B. funktionierende Fahrstühle an Umsteige- und Zielbahnhöfen) und Organisation von Service-Personal zur Fahrgastabholung direkt am Bahnsteig - Deutschland-Ticket / Go Rheinland - Kundenberatung zum D-Ticket: Beantwortung von Fragen rund um das Deutschland-Ticket (Mitnahmeoptionen, Kündigungsfristen und Beschränkungen) - Anliegen- & Rechnungsklärung: Klärung von Rechnungen und Mahnungen sowie Bearbeitung schriftlicher Kundenkorrespondenz Benefits - Flexibilität & Komfort: 100% Home Office in ganz Deutschland. Kein Pendeln, kein Stress im Berufsverkehr! - Sicherheit: Unbefristeter Arbeitsvertrag in Vollzeit oder Teilzeit (35–40 Std./Woche) - Faires Gehalt: Stundenlohn plus leistungsbasierte Prämien - Alles inklusiv: Komplettes Hardware-Paket (PC, Tastatur, Maus, Headset & Webcam) direkt nach Hause - Top Einarbeitung: Professionelle, voll bezahlte Einarbeitung (Theorie & Praxis) – entspannt von zu Hause aus - Echte Perspektiven: Vielfältige interne Aufstiegsmöglichkeiten - Corporate Benefits: Exklusive Rabatte und Angebote für Onlineshops, Events und Reisen - Kultur: Buntes, wertschätzendes Team und ein Arbeitsklima, in dem man sich einfach wohlfühlt
• Lead, coach, and develop a team of 8-10 agents • Conduct weekly one-on-one meetings, coaching sessions, and development planning • Monitor team performance through call evaluations, quality reviews, and attendance management • Handle escalated customer concerns and model exceptional customer service • Maintain performance documentation and support daily operational needs • Partner regularly with client leadership to build strong business relationships
• Provides daily directions and communication to employees so that the customer service calls are answered in a timely, efficient and knowledgeable manner. • Provide continual evaluation of processes and procedures. • Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. • Provide statistical and performance feedback and coaching on a regular basis to each team member. • Write and administer performance reviews for skill improvement. • Provide support for employees by providing appropriate coaching, counseling, direction and resolution. • Ensure employees have appropriate training and other resources to perform their job. • Respond to and resolve employee relations issues expressed by team members. • Create and maintain high quality work environment so team members are motivated to perform at their highest level. • Address disciplinary and/or performance problems according to company policy. • Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required. • Assist manager with daily operation of call center to include development, analysis and implementation of staffing and training. • Work as a member/leader of special or on-going projects that are important to area/process improvement. • Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively. • Establish work procedures and processes that support company and departmental standards, procedures and strategic directives. • Communicate with upper management regarding department or employee concerns. • Complying with company regulations regarding HIPAA, confidentiality, and private health information.
Coordinador de Gestión, Contact Center
TenpoTenpo | Una cuenta muy tú. Ya somos más de 2.2MM de clientes, únete 🚀 💚.
• Monitorear y controlar KPIs/SLAs del Contact Center y ejecutar planes de mejora ante desvíos. • Velar por la calidad del servicio, adherencia a protocolos y cumplimiento de la normativa de protección al consumidor financiero (SERNAC Financiero / CMF). • Planificar turnos, dotación y gestión de demanda para garantizar la continuidad del servicio y el uso eficiente de recursos. • Coordinar la resolución de incidencias con áreas internas (Producto, Operaciones, Riesgo, Tecnología) y proveedores de atención (BPO). • Impulsar optimizaciones en el modelo de atención a partir de la voz del cliente y liderar, motivar y desarrollar al equipo a cargo.
