About Company
Ready to elevate your leadership in customer service? Career.zycto is a dynamic organization committed to fostering exceptional talent and delivering outstanding client experiences across various sectors. We pride ourselves on a culture of continuous improvement, innovation, and strong team collaboration. For a Call Center Supervisor, this means an environment where your strategic insights and coaching prowess are not just valued but are instrumental in shaping our service delivery and empowering your team to achieve new heights. Join us and make a tangible impact on our customer journey and your career trajectory.
Job Description
Are you an inspiring leader with a passion for customer satisfaction and a knack for cultivating high-performing teams? Career.zycto is seeking a dedicated and dynamic Call Center Supervisor to lead our customer support team in Annotto Bay, Saint Mary Parish, Jamaica. This pivotal, full-time role involves overseeing the daily operations of our busy call center, ensuring that our service level agreements (SLAs) are consistently met, and driving a culture of continuous improvement in customer service delivery. You will be responsible for the comprehensive coaching, mentoring, and development of a team of customer service representatives, fostering a positive, engaging, and highly productive work environment where excellence is the standard. Our ideal candidate will possess a strong analytical understanding of key call center metrics and performance indicators, demonstrating the ability to interpret data to inform strategic decisions. Furthermore, exceptional problem-solving abilities, coupled with an unwavering commitment to operational excellence and customer advocacy, are paramount. You will serve as a key point of contact for complex customer inquiries and service escalations, adeptly resolving issues while simultaneously empowering your team to handle challenging situations with confidence and professionalism. At Career.zycto, we firmly believe that our supervisors are the backbone of our success, directly impacting both employee morale and, crucially, customer loyalty. This is an incredible opportunity for a results-driven individual to contribute significantly to our organizational growth and make a tangible difference in how we connect with, serve, and retain our valued customers.
Key Responsibilities
- Lead, coach, and motivate a team of customer service representatives to meet and exceed performance targets and quality standards.
- Monitor call center performance metrics (e.g., call volume, service levels, abandonment rate, average handle time) and implement strategies for continuous improvement.
- Conduct regular coaching sessions, performance reviews, and provide constructive feedback to team members to support their professional development.
- Handle escalated customer inquiries and complex service issues, ensuring swift and satisfactory resolutions.
- Develop and implement training programs for new hires and ongoing refreshers for existing staff on product knowledge, systems, and customer service best practices.
- Ensure adherence to company policies, procedures, and regulatory requirements within the team.
- Collaborate with other departments to identify and resolve systemic issues impacting customer experience.
- Prepare and present regular reports on team performance, operational challenges, and proposed solutions to management.
Required Skills
- Minimum 3 years of experience in a call center environment, with at least 1 year in a supervisory or team lead role.
- Proven ability to lead, coach, and develop a team to achieve performance goals.
- Strong analytical skills with proficiency in interpreting call center metrics and data.
- Exceptional verbal and written communication skills, with a focus on active listening and conflict resolution.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and call center software/CRM systems.
- Demonstrated ability to make sound decisions under pressure and manage multiple priorities.
Preferred Qualifications
- Associate's or Bachelor's degree in Business Administration, Management, or a related field.
- Experience with quality assurance processes and customer satisfaction methodologies.
- Bilingual proficiency (English and another language relevant to the Jamaican market).
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health and wellness benefits package.
- Paid time off and holidays.
- Opportunities for professional development and career advancement.
- A supportive and dynamic work environment with a focus on teamwork.
- Employee recognition programs.
How to Apply
Interested candidates are invited to submit their detailed resume and a cover letter outlining their relevant experience and leadership philosophy. Please encourage applicants to click on the link below to apply for the job.
