Contact Center Supervisor

UnifyCX; San Antonio (TX); Remote; USD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a dynamic Contact Center Supervisor to lead a motivated team in delivering exceptional customer experiences. This role involves inspiring representatives, monitoring workflows, and implementing improvements to enhance efficiency. The ideal candidate will possess strong leadership and communication skills, a keen attention to detail, and a passion for customer service. Join a growing company that values diversity and is committed to leveraging advanced technologies to optimize operations. This is a fantastic opportunity to advance your career in a supportive and innovative environment.

Benefits

Health Insurance

Life Insurance

Vision Insurance

Dental Insurance

401K Matching

Qualifications

• Prior management experience in BPO contact centers is preferred.
• Strong customer service skills and knowledge of contact center processes.

Responsibilities

• Lead and inspire a team to deliver excellent performance and customer satisfaction.
• Monitor daily workflow and ensure procedures are followed.
• Manage performance and disciplinary measures fairly.

Skills

Leadership Skills

Customer Service Skills

Communication Skills

Attention to Detail

Coaching Skills

Negotiation Skills

Organizational Skills

Creative Thinking

Teamwork Ability

Tools

Microsoft Office

Job description

Join to apply for the Contact Center Supervisor role at UnifyCX

UnifyCX is growing and we are looking for an extraordinary Contact Center Supervisor to join our motivated and ambitious team.

What Will You Do?

As a Contact Center Supervisor, you will motivate Customer Service and Support Representatives within your team, driving them to achieve their best, and strive to deliver customer experiences of the highest standard.

In This Role You Will

• Lead and inspire a team of Customer Representatives to deliver excellent levels of performance and customer satisfaction
• Monitor daily workflow and ensure procedures are followed
• Stay updated with business development and new product lines
• Support the Program Manager in highlighting operational risks and areas for improvement
• Manage performance and disciplinary measures fairly and consistently
• Identify system and workflow improvements to enhance team efficiency
• Support agent escalations and manage according to established workflows
• Escalate issues to senior management as appropriate
• Work with team leadership to develop and monitor customer service development plans
• Perform other duties as assigned

Who You Are

Ideal candidates will be outgoing, intelligent, dependable, and eager to advance their careers with a growing company. To be considered, candidates should have:

• Prior management experience, preferably in BPO contact centers
• Strong attention to detail
• Excellent leadership and communication skills
• Strong customer service skills, including knowledge of contact center processes
• Coaching and people development skills, including call listening and providing quality feedback
• Ability to handle demanding customers and escalations
• Energetic and motivating personality
• Creative thinking
• Proficiency in Microsoft Office
• Strong organizational and interpersonal skills
• Negotiation skills
• Teamwork ability
• Ability to meet or exceed performance goals

Who We Are

UnifyCX is a global Business Process Outsourcing company with a presence in the U.S., Colombia, Dominican Republic, India, Honduras, and the Philippines. We provide contact centers, business processing, and technology outsourcing solutions worldwide. With nearly two decades of growth, we are committed to leveraging advanced AI technologies to enhance customer experience and operational efficiency for our clients.

Location

This position is remote; candidates must reside in San Antonio, TX to be considered.

Benefits

We offer a comprehensive benefits package including health, life, vision, and dental insurance, a 4% max matching 401K, and other financial opportunities.

UnifyCX is a certified minority-owned business and an Equal Opportunity Employer that values diversity.