Contact Center Supervisor

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 leader...