Company Description
Support Services Group (SSG) helps businesses accelerate growth and earn customers for life through high-touch, outsourced engagement center services. Our leading omnichannel solutions drive success for businesses across the globe. We specialize in back-office support, CX, tech support, business intelligence, revenue generation, collections, and performance management, focusing on first-call resolution and customer satisfaction. For over 25 years, we've partnered with various industries including retail, travel, healthcare, financial services, media, and more. By prioritizing clients, keeping promises, and driving continuous improvement, we aim to enhance customer experience and ensure operational excellence.
Role Description
This is a full-time, on-site role for a Bi-Lingual Call Center Supervisor (French& English), located in Santiago de los Caballeros, Dominican Republic. The Bi-Lingual Call Center Supervisor will be responsible for overseeing call center operations, managing a team of agents, ensuring customer satisfaction, and meeting performance targets. Daily tasks include monitoring calls, providing feedback and coaching to team members, analyzing performance metrics, and implementing strategies to improve efficiency and customer service quality.
Qualifications
- Supervisory Skills and Team Management
- Customer Satisfaction and Communication Skills
- Analytical Skills for performance evaluation and improvement
- Proficiency in both English and French
- Experience in a call center environment is preferred
- Strong problem-solving abilities and attention to detail
- Ability to work on-site in Santiago de los Caballeros