As the leader in digital transformation, NexGen is the contact center of the future for the business process outsourcing (BPO) market. NCS provides a new level of customer-centric services across all interactions in existing and emerging markets, specifically targeting the rapidly growing Internet of Things (IoT) market.
We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
How You'll Make An Impact
As a Call Center Supervisor, you will be responsible for delivering on our company & operation team core values, while consistently exceeding customer expectations. You will make a difference by contributing to the sales growth of our operations department, team functionality, and the "white glove" services we provide to our clients. Ultimately, contributing to the overall success of the department and people through positive mentor-ship and supervision... all from the comfort of your own home!
Technical and On the Job Experience (required):
Minimum 3 Years Customer Service Experience
2 year experience working in a contact/call center (preferred)
1 year experience supervising or managing a team of 5 or more (preferred)
Expert computer/technical skills
Fluent in English (Bilingual is a plus)
Excellent Communication skills (verbal and non-verbal)
Ability to understand, analyze and interpret complex documents
Must be detail oriented with high degree of accuracy
Flexible mentality; willing and capable of performing varied tasks and adapting to change
Professionally exercises discretion and independent judgment in day-to-day work
High values and morals
Experience (nice to have):
Experience in a call center or customer-oriented environment
Slack or other messaging system
Live Chat Experience & Omni Channel
Google Drive - Sheets/Docs
MS Office skills
SingleComm or other Cloud-Based Telephony software
Essential/Physical Requirements necessary to do this job effectively:
Must have own personal computer and high-speed internet
Windows 10 operating system
Intel Graphics 620 video card
Noise canceling headset for inbound/outbound calls
Quiet environment to work in
Organizing and coordinating schedules.
Communicating and collaborating with team members at all levels of the organization.
The ability to communicate effectively in written and verbal form.
Highly organized and detail oriented.
Ability to research, gather large amounts of data and problem solve based on findings.
Ability to work independently and take the initiative to learn with minimal direction.
Ability to develop positive relationships quickly.
Must be able to collaborate effectively with internal team members and external vendors.
Must be able to effectively empathize with customers and respond appropriately
Ability to appropriately control emotions and respond accordingly to the situation.
Ability to handle stressful situations with resilience and respond appropriately.
Must maintain a positive and eager attitude
Remote / virtual work from home position