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Senior Supervisor, Customer Support Center

Req ID:  30948
Travel:  Less than 10%
Location: 

Rio de Janeiro, RJ, BR, 22250-908

Education:  High school or vocational school completed
Experience:  At least 3 years of experience required
Equivalency:  Combination of education/experience not considered

 

 

Senior Supervisor, Customer Support Center

Your role in helping us shape the future:

The Supervisor of the Globalized Customer Support Center is responsible for overseeing the contact centers Customer Support Specialist to achieve set quantitative and qualitative objectives that marks and brands the Intelsat products and services.  Intelsat’s Globalized center ensures customer satisfaction and customer experience through efficiency and process improvements.

Team members in this role must possess the ability to work in a fast-paced high demand environment.  Our team members value being challenged, are encouraged to express and implement their ideas, and have the flexibility to enjoy work life balance.

Are you up to the challenge?

  • Daily leadership of a team of 6-15 call center agents.
  • Mentors and develops team by providing constant feedback on performance and professional development.
  • Monitors daily call center activities to ensure policies and procedures are being followed and performance manages as appropriate.
  • Facilitate monthly team meetings to ensure staff is updated on all Departmental changes/issues.
  • Ensure consistent high quality and timely interaction with customers by monitoring the daily call and work queues against service level commitments.
  • Use available phone system reporting and forecasting tools to schedule work shifts, lunch and break times to provide necessary coverage to maintain the targeted service level metrics (includes but not limited to: Service Level, Abandon Rate, Average Handle Time, Average Speed of Answer, and Schedule Adherence).
  • Utilize external Customer Satisfaction survey results to identify process gaps and coaching opportunities that drive customer experience higher.
  • Maintain a daily floor presence to ensure staff is effectively deployed utilizing telephony technology and Real Time Adherence. Be available/approachable to handle call escalations as necessary. Hold self and others accountable.
  • Resolve complex problems or issues, where expertise is required to interpret against policies, guidelines or processes. Identify and escalate breakdowns in the process where necessary
  • Ensure professional and courteous assistance in daily business interactions with both internal and external customers, dealers, vendors, and outside companies.
  • Ensure team meets and delivers on Key Performance targets, customer and employee satisfaction.
  • Conduct training with Customer Service Specialist as necessary for new and existing team members.

(At least 30% of the time)

  • Develop and implement reward and recognition programs for motivational purposes.
  • Provides weekly and monthly agent reports and performance feedback to ensure sustainable improvement.
  • Participate in Post Incident Reviews to drive root cause and process efficiency
  • Drive continuous customer experience improvement through process review and development
  • Works with Network Operation to review change activity on daily calls or during real time network events

(Up to 20% of the time)

  • Assist in documenting and identify automation opportunities to drive performance improvement and data integrity
  • Ability to apply analytical, creative thinking and problem-solving skills

Can you drive these processes?

  • Meet or exceed expectations in gathering and implementing reporting or tool requirements
  • Must be available to work rotating shifts.
  • Support network engineering and technical, sales teams in the introduction of new features and upgrade of existing video/data services with reduced operational costs while minimizing impact to customers.

 

You should definitely have:

  • Must have 3+ years Supervisory experience in a Call Center. Candidates with less than 3 years’ experience will not be considered.
  • A working knowledge of Inbound and Outbound call center.
  • Must be proficient in all Microsoft Office applications.
  • Must have exceptional interpersonal, organizational, leadership, and decision-making skills.
  • Must be able to effectively coach and develop specialists.
  • Career-oriented with a positive, energetic attitude
  • Strong analytical, organizational and communication skills.
  • Must be able to work evenings and weekends in 24/7 environment
  • Must have experience working in a bilingual environment with written/verbal skills in Spanish and Portuguese as the primary language and English as the second language.

It would be nice if you had:

  • Positive and cheerful attitude with a lively and professional outgoing disposition

What it’s like to work with us:

Intelsat is connecting the world and transforming the satellite landscape by reaching beyond the traditional satellite industry. We are defining new products that will open new, profitable markets. To help us reach this goal, you should be a bold thinker who will perform a key role in shaping Intelsat innovation for years to come.

  • We emphasize personal and professional growth
  • Awesome benefits including PTO, medical, tuition reimbursement, and training
  • Fun, diverse, and inclusive culture

Other Job Info:

  • These statements are intended to describe the general nature and level of work being performed by employees assigned to this job.  This is not intended to be an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job.
  • Job requires ability to sit for long periods of time

 

  • These statements are intended to describe the general nature and level of work being performed by employees assigned to this job.  This is not intended to be an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job.
  • Company description: Intelsat is the largest provider of fixed satellite services worldwide. We enable providers of media, telecom and government services to deliver information and entertainment to people at home, in the office or on the move. On a day-to-day basis, Intelsat supplies video, data and voice connectivity in approximately 200 countries and territories for approximately 1,800 customers, many of which Intelsat has had relationships with for over 30 years. Some of the world’s leading media and communications companies, multinational corporations, Internet service providers and government/military organizations hallmark Intelsat’s customer base. Customers access capacity through extensive service offerings, which include transponder services, hybrid managed services combining satellite capacity and terrestrial facilities, and channel services.