Call Center Tech Supp Supervisor

September 11, 2024

Universal-Robots

Universal Robots, WE WANT TO MAKE THE WORLD A BETTER PLACE THROUGH ROBOTICS
Our international team of hardware, software, and business professionals comes from all walks of life and is united by a common goal: sharing the world-changing benefits that robots can provide.
We offer a highly stimulating, dynamic environment with unlimited career potential – where you set your own level of success. You will be an essential part of a team that is focused on success, growth, development, and innovation.
You’ll be part of Universal Robots.
Customer Service Center Supervisor

The Customer Service operation within Universal Robots keeps growing in Costa Rica and you could be part of this great opportunity as a Customer Service Supervisor within our team! This role will allow you to manage and supervise a team of 7+ representatives and lead the efforts of our ever-growing team in providing top tier customer service to our current client base. Ensuring an exceptional service and performance from your team.

The Customer Service Supervisor will work in tandem with the Customer Service Center Manager and will have operational and administrative responsibilities that will provide a challenging and rewarding environment for the selected candidate.

Some administrative responsibilities include:

Supervising and ensuring adherence to organization´s policies and applicable laws.
Monitor the team and assure quality of the service we are intending to provide and conduct performance appraisals in accordance with company standards.
Planning and assigning work for team members and providing approval for PTO and leave requests within the team.
Maintaining a regular cadence with the team through meetings to communicate action items and team relevant information.

Furthermore, the operational responsibilities include:

Provide mentoring, guidance, and quality assurance within the team to meet and exceed SLAs.
Review and ensure a proper performance from team members and provide adequate training and mentoring, as necessary.
Proactive review and change management of procedures and tools as needed.
Ensure the team is meeting Key Performance Indicators through trainings, feedback, surveys, and development plans when necessary.
Preparation of QA reports for quality improvements.
Participate in a variety of meetings such as business reviews with management and the global team.

This role will be filled by a candidate with the following qualifications:

Bachelor´s Degree.
At least 2 years of work experience in a customer service environment.
Strong customer service aptitude.
Demonstrated fluent communication skills in English, with excellent business communication (both written and verbal).
Previous people management experience.
Proficient use and understanding of Microsoft Office (Excel, Word, Outlook).
Self-motivated to ensure deadlines are met.
Ability to work in a collaborative group environment.
Solution oriented when faced with problems and issues.
Availability to work on flexible schedules including holidays according to business needs.

We regret to inform you that this job opportunity is no longer available