Auxis Sr. Customer Service Supervisor in Heredia, Costa Rica

The Sr. Customer Service Supervisor will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis customer service clients to ensure high levels of customer satisfaction and productivity. The Sr. Customer Service Supervisor will provide support, direction, monitoring, and coaching to the assigned team in all areas of job performance, including consumer contact processing, problem resolution, and work planning. In addition, The Customer Service Supervisor will work with the Customer Service Leads/Supervisors to monitor overall team performance, including achieving target transactional volume and quality measures, in accordance with the contractual and operational standards of the account. The Supervisor will establish and monitor workflow efficiencies, daily work volumes and work schedules to ensure that the company's customer service goals are met. In this capacity, the Customer Service Supervisor will also be directly involved in handling escalated issues related to customer calls and related transactional activity.

The Sr. Customer Service Supervisor must be able to work in a fast-paced environment with demonstrated ability to juggle and prioritize multiple, competing tasks and demands and to seek supervisory assistance as appropriate.

  • Team Supervision

  • Serve as the “go-to” person on the Customer Service team, providing support and subject matter knowledge to other team members, as required

  • Support Team Leads and Senior Agents on the escalations of questions and issues related to agents’ processing of orders

  • Establish and administer team schedules to ensure required coverage and service level compliance

  • Work with Team Leads to prepare service level reports, and provide daily status updates to client and Auxis management

  • Monitor team performance and ensure that the performance of all related activities are in accordance with established procedures and contractual requirements

  • Review in scope business operations and activities, and provide recommendations for improvements, to ensure high levels of customer satisfaction and service level performance

  • Work with the Customer Service Manager on the interviewing, hiring and selection of new employees for the Customer Service team

  • Participate, and where appropriate, lead new staff member training

  • Work with Team Leads to maintain internal standard operating procedures documentation, as required

  • Actively manage teams by establishing clear performance goals, observing job performance, and coaching/mentoring team members to achieve high levels of performance

  • Drive strong accountability and sense of urgency to achieve desired performance levels

  • Act as a role model & lead and motivate staff by creating an environment that promotes performance, quality, empowerment, integrity and extraordinary customer service

  • Establish effective staff retention and team building protocols to minimize attrition and ensure retention of valued staff members, including implementing effective staff recognition, reward, bonus and incentive programs

Customer Service Activity Supervision

  • At least four (4) years of experience in call center supervisory related activities, including direct supervision of at least 100 customer service employees

  • Preferred Bachelor’s degree required in business management or Industrial engineering.

  • Experience in a 24x7x365 operation

  • Excellent English verbal and written communication skills. A genuine interest in working with and helping customers

  • US Tourist Valid Visa for potential travel to US as required (cross training, operations and/or project work)

  • Schedule Flexibility

  • Must be able to travel as needed up to 10%

  • Proficient in use of Microsoft Office Suite.

  • Demonstrated technical skills in Lean tools & concepts with an emphasis on implementation.

  • Must possess excellent communication skills and Integrity, Intensity, Innovation, and Involvement.

  • Strong project management and organizational skills.

  • Previous experience in problem solving methodology.

  • Strong leadership and decision making ability.

  • Solid customer focus and a proven record for coaching and developing staff members

  • A good understanding of the local culture, and staff hiring/retention criteria

  • Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment

  • Good presentation and a polite, tactful, and friendly character

  • A good understanding of numbers and planning

  • Focus on working with KPI’s and service levels, and in achieving high operational performance with a continuous improvement mindset

  • Great confidence and an excellent business sense

  • Should be able to set, satisfy, and exceed targets

ID: 2018-1346

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