Service Quality Supervisor

2 days ago


Fatih, Istanbul, Turkey VML South Africa Full time
About VML South Africa:

We are a leading global brand agency that delivers exceptional customer experiences through innovative marketing solutions. Our Care Center team plays a critical role in driving customer satisfaction and loyalty.

Supervisor Job Description:

The successful candidate will be responsible for managing incoming user requests, evaluating care center conversations, and developing coaching plans to enhance team performance. Additionally, they will analyze business processes, identify areas for improvement, and report findings to stakeholders.

Key Responsibilities:
  • Ensure timely response to user requests, maintaining high user satisfaction.
  • Evaluate care center conversations, identify issues, and provide actionable recommendations for improvement.
  • Develop and implement coaching plans to drive team performance and growth.
  • Analyze business processes, identifying areas for optimization and reporting findings.
Requirements:
  1. Bachelor's degree or higher from a recognized institution.
  2. Minimum 2 years of experience in team management, preferably in a customer-facing role.
  3. Proficiency in CRM systems, preferably Salesforce.
  4. Strong coaching skills and ability to develop teams.
  5. Excellent communication and interpersonal skills, with a focus on delivering exceptional customer experiences.
  6. Able to work collaboratively as part of a high-performing team.
  7. Advanced reporting skills, including proficiency in Microsoft Office.
  8. Fluent in English, both written and spoken.


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