Supervisor, Customer Service

B2B Customer Service Supervisor – Hybrid

Medellín, Antioquia, Colombia

Come build something that matters. It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better for Those Who Make The World™.

Responsibilities

• Monitor team performance and coach associates to improve KPIs while ensuring service level and value to callers.
• Collaborate with other supervisors.
• Build and maintain call center knowledge base; develop call scripts and service level goal attainment for CSR productivity.
• Conduct monthly 1:1 meetings with direct reports.
• Attend required training sessions and departmental meetings; prepare agenda, presentations as needed.
• Provide higher‑level product technical support to customers and agents.
• Generate training sessions and mentor agents...