Otodata Is Hiring A Call Center Supervisor Bilingual

Join Our Team as a Call Center Supervisor! 🚀

We're seeking a dynamic and dedicated Call Center Supervisor to lead our customer service team, ensuring exceptional support and operational excellence every day.

📝 Position Summary

The Call Center Supervisor is responsible for supervising, mentoring, and motivating a team of customer service representatives. They will be actively involved in daily operations, resolving complex customer issues, and driving process improvements to enhance service quality.

Main Responsibilities

• Customer Support: Ensure customers receive high-quality support in response to inquiries, issues, or complaints.
• Training & Development: Train new team members and organize development sessions for existing staff.
• Scheduling & Performance: Manage schedules, generate performance reports, and address staffing needs.
• Issue Resolution: Resolve complex or escalated issues raised by team members.
• Process Optimization: Implement and enhance processes to maximize operational efficiency.
• CRM Oversight: Oversee the use and management of customer relationship management (CRM) tools and systems.
• Communication Facilitation: Act as a communication bridge between customers and the sales department to address inquiries.
• Work Distribution: Oversee the distribution of tasks among customer service agents and prioritize workloads.
• Procedure Improvement: Participate in refining existing procedures to better serve customers.
• Miscellaneous Tasks: Perform other customer service-related duties as needed.

🔍 Required Skills and Qualifications

Education / Experience / Certification

• Minimum of High School Diploma
• At least 3 years of experience in a similar customer service management role
• Experience with telemetry products (an asset)
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook)

Knowledge

• Understanding of IT systems and ERP systems
• Knowledge of the manufacturing sector (an asset)

Skills & Abilities

• Proven organizational and problem-solving skills with strong attention to detail
• Excellent written and verbal communication capabilities
• Strong time management and ability to prioritize tasks
• Capacity to handle multiple tasks in a fast-paced environment
• Leadership qualities: personable, resourceful, and versatile
• Demonstrates autonomy, initiative, and a strong sense of responsibility