Customer Service Supervisor - Montego Bay, Jamaica

Contax360 BPO Solutions, a leading provider of global contact center solutions and a dynamic, focused and upwardly mobile organization; seeks qualified and professional individuals to join our team.

Now hiring for our Montego Bay Office:

CUSTOMER SERVICE SUPERVISOR (CALL CENTER)

JOB OBJECTIVE

The Supervisor provides the day-to-day leadership, motivation, and direction to their team in a multi-channel contact center. This person will focus on meeting our revenue growth targets by keeping our company competitive and innovative. You will also be responsible for maximizing the potential of the Sales and/or Customer Service Teams.

KEY FUNCTIONS AND DUTIES

• Day-to-day guidance of information about sales directions, new products being developed by clients, competitive activities, understanding all product requirements, and other customer requirements. Help coordinate internal resources to achieve maximum customer effectiveness.
• Successfully manage customer service teams to meet and exceed customer expectations.
• Ensure that targets are delivered through people management, performance review, and reward and recognition.
• Responsible for teams meeting identified Key Performance Indicators (KPIs) and coaching and counseling supervisors to KPI success. 
• Plan and implement processes and procedures that will drive sales performance and customer service outcomes. 
• Compiles statistics interprets data and takes appropriate action to support goals (KPIs) with the support of the OP.
• Interacts with the OP, vendor, and client to communicate trends and customer feedback to facilitate resolution.

 REQUIRED QUALIFICATIONS AND EXPERIENCE:

• Associate Degree or equivalent level certification preferred
• 2-4 years of Call Center Support level or above experience (Must have)
• Strong Soft Sales and/or Customer Service experience is required.

REQUIRED COMPETENCIES OF ALL SUPERVISORS:

• Strong mentoring and relationship-building skills with the ability to effectively manage group and interpersonal conflict situations.
• Demonstrated proficiency in Microsoft Office applications.
• Strong negotiation, interpersonal, written, and oral communication skills.
• Strong analytical, interpersonal, and problem-solving skills.
• Excellent time management.
• Ability to plan and coordinate activities effectively and demonstrate tact, confidentiality, and professionalism in the execution of duties.
• Ability to work various hours/days (including weekends and public holidays) as required to handle job activities and responsibilities.

All applicants must have a valid Government-issued photo ID, TRN & NIS. Successful candidates must be able to furnish a police record and pass an employment background check.

Please read carefully before signing.

Contax360 BPO Solutions is an equal opportunity employer. Contax360 BPO Solutions does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service.

I understand that neither the completion of this application nor any other part of my consideration for employment establishes any obligation for Contax360 BPO Solutions to hire me. If I am hired, I understand that either Contax360 BPO Solutions or I can terminate my employment at any time and for any reason, with or without cause and without prior notice. I understand that no representative of Contax360 BPO Solutions has the authority to make any assurance to the contrary.

I attest with my signature below that I have given to Contax360 BPO Solutions true and complete information on this application. No requested information has been concealed. I authorize Contax360 BPO Solutions to contact references provided for employment reference checks. If any information I have provided is untrue, or if I have concealed material information, I understand that this will constitute cause for the denial of employment or immediate dismissal. I understand that if I am not hired within 30 days of this application, it will be null and void and will need to reapply.

ELECTRONIC SIGNATURE NOTICE AND CONSENT

This notice is intended to provide you with important information required by the Electronic Signatures in Global and National Commerce Act (E‐Sign Act).

Consent: By entering your name, you consent to submit your employment application and all related forms, documents and information electronically. You further consent to conduct any matters related to the recruiting, application, background check and/or onboarding process electronically. Typing your name in the textbox under or on a form, entering your login password, and clicking on "Submit", will constitute your electronic signature.

Right to Withdraw Your Consent: You have the right to withdraw your consent to receive disclosures and submit information electronically. If you choose to withdraw your consent, the application process will be terminated. You may withdraw your consent by contacting the Company, and typing in "Withdraw" in the textboxes for the Certification and Background Disclosure pages.

Paper Copies of Electronic Records: If you wish to obtain a copy of your application, you may proceed with printing.

Updating contact information: It is your responsibility to update the Company regarding any changes to your e‐mail address or other contact information.