Customer Service Supervisor
CurrentMain Responsibilities: * Update the train schedule regularly from Trade Team to avoid errors when notifyingcustomers.* Meeting customer requirements in the company's regulations while ensuring that all KPIs areachieved by Head Office.* Manage call quality: Control time standards, be efficient in content, and improvecommunication between employees and customers.* Responsible for day-to-day functional direction of agents within the program trainingclassroom environment, including student progress monitoring for the duration of training,providing coaching and developmental feedback and readiness recommendations.* Prepare and present training materials through classroom learning, hands on demonstrations,and supporting activities.* Measure the effectiveness of training programs using various feedback methods – focusgroups, interviews, and surveys that will lead to enhancement of training resources andprograms based on results of evaluation.* Maintain relevant product knowledge for each account by taking calls, attending client andcross functional meetings (as needed), and side by side observations.* Recommend curriculum modifications to Training Manager/Supervisor on the basis ofinternal customer feedback and/or Training Needs Analysis.
