Contact Center Supervisor

Descripción

We are currently seeking a Contact Center Supervisor for a company dedicated to providing legal services.

Objective:

Lead and support Contact Centre ambassadors by driving team performance, coaching development, and ensuring high-quality client service aligned with company standards, values, and operational goals.

Responsabilities:

• Mentor and support team members through coaching, guidance, and real-time assistance.
• Monitor team performance and provide feedback on KPIs, quality, punctuality, and client interactions.
• Conduct side-by-side observations and remote evaluations to improve performance consistency.
• Support onboarding and training activities for new hires.
• Lead practice sessions and provide actionable feedback to strengthen communication skills.
• Handle escalated or complex client situations while modeling best practices.
• Ensure adherence to company processes, service standards, and operational protocols.
• Identify process improvement opportunities and share recommendations with leadership.
• Maintain daily and weekly team activities, including check-ins, coaching sessions, and performance tracking.
• Foster accountability, collaboration, and continuous improvement within the team.

Requisitos

• Advanced English
• Bachelor´s degree completed
• Minimum 2 years experience in client-facing or team support role
• Preferably within personal injury or legal services