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...