CSR Supervisor

CCBill is an online payment services provider used by more than 30,000 websites globally that supports the needs of both new and established businesses in the ecommerce and online space. Typical projects on the CCBill side include integration with new processors, improving reporting, and enhancement of systems that can handle high volume transactions with high availability over 3 satellites in Phoenix, Ashburn and the Netherlands. You will have the opportunity to work on both existing and new products and features. 

The Consumer Support Supervisor oversees a team of Customer Service Representatives to assure they provide a quality, courteous, and timely customer service.  One of the two primary responsibilities of the supervisor is the continued improvement of the call center staff through the quality assurance process, ensuring accurate audits and not only timely, but effective reviews.  The other primary responsibility for supervisors is to ensure the various support queues remain within the acceptable service levels.

Location: Serbia

Working hours: 40h/week, Monday-Friday

Key Job Responsibilities:

• Creates a professional team environment that helps team members achieve their goals
• Develops performance evaluations of team members based on weekly phone, email, and live chat audits
• Manage and monitor incoming phone, email, and live chat queue and report on key metrics related to each support queue
• Ensure consumer and merchant issues are promptly and accurately addressed
• Identifies opportunities for departmental training improvements and enhancements
• Improves quality results by recommending changes
• Facilitate Consumer Support new hire training

Key Skills and Qualifications:

• Has an advanced knowledge of internal systems, and policies and procedures
• Ability to motivate staff to stay on task and excel in their performance
• Excellent communication, interpersonal, and leadership skills
• Ability to be self-motivated and exhibit a high degree of professionalism
• Ability to operate independently without the need of constant supervision
• Ability to rely on critical thinking and problem solving skills, rather than predetermined procedures
• Ability to delegate tasks and responsibilities
• Demonstrated ability to handle high levels of stress and difficult customer interactions