Customer Service /Call Center Supervisor

Requirements:

• Bachelor degree or plus in management, overseas experience preferred
• At least 1 year related working experience and 1 year in management
• Excellent command of English; French, German, Italian, Dutch, Portuguese[1] speaking is a plus
• Proven leadership skills in team management;
• Self-motivated, patient and professional. Identifies priority activities and assignments for self and others.
• High level of integrity;
• Excellent time management skills. Provides constructive feedback to colleagues.
• Strong sense of customer-focus and responsible; capable to work under pressure;
• Good communication and interpersonal skills. Accepts and gives constructive criticism.
• Excellent computer skills at MS office software;
• Basic knowledge of different types of visa and application process;
• Ability to work independently and collaboratively;
• Very organized and detail oriented.

Responsibilities:

• To build and drive a team of all Representatives towards achievement of key objectives and defined service standards and ensure the quality of customer service;  
• To provide supervision, support, and assistance to Representatives ensuring personal and organizational goals are met; 
• To resolve and diffuse escalated customer, minimizing customer complaints; 
• To prepare daily/weekly/monthly operational reports on team and employee performance; 
• Ensure continuous improvement in operational excellence;