Contact tracer Jobs in Norwalk, CA

What we will achieve together :

The Contact Center Supervisor will supervise, foster growth, and develop dispatchers and customer care representatives to provide our customers timely and efficient problem resolution with their coffee equipment issues.

Key Responsibilities :

• Supervise and develop a team of agents to support our customers with questions and concerns about their professional coffee equipment. This team offers basic troubleshooting, dispatch of third-party service, and monitors service outcomes to ensure best in class service for our customers.
• Responsible for employee life cycle including hiring, training, mentoring, and performance management of the individuals and team.
• Ensure staff understand and comply with all contact center objectives, performance standards, and policies while inspiring and motivating team members to drive efficiencies and increase quality.
• Administer incentive and evaluation programs to reward performance and to identify individuals requiring further training and development.
• Manage staff by monitoring and evaluating performances during weekly coaching sessions and provide improvement plans were necessary.
• Ensure customer queues are adequately staffed and team adheres to the customer Service Level Agreements to reach performance objectives.
• Act as first point of contact for escalated customer service issues.
• Supervise daily aging cases and liaise with Technical Support and Service Vendors to ensure resolution.
• Provide Daily / Weekly updates and Call Center KPI metrics to internal management; and provide monthly reporting also on customer level.
• Provide input and / or assistance in suggesting and formulating new processes or procedures as required to improve efficiency in performance or to support changing business requirements.
• Perform additional duties and responsibilities as needed.

Bring your competencies :

2+ years' experience leading teams in a KPI managed environment, driving consistency and team work.

Strong leadership skills demonstrated in either an individual contributor role where leadership skills were needed or in a supervisory position

Excellent problem resolution skills, ability to coach, train, motivate employees

Overview :

Why SEB Professional North America?

Whether working remotely, in one of our offices, or flexing between the two, we offer a number of benefits and perks to support you and your family. Please ask your recruiter for additional details regarding our benefits.

Equal Employment Opportunity (EEO)

SEB Professional is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. For more information, please see OFCCP Equal Employment.