Job Description
Job Description
:We are seeking an experienced and motivated Customer Contact Center Supervisor to join our team. In this role, you will oversee the daily operations of the Customer Contact Center, ensuring high levels of customer satisfaction, timely resolution of inquiries and technical issues, and consistent coaching and development of customer contact center agents. You will also drive process improvements to enhance service delivery for MyTaxes and other taxpayer-facing operations.
As the supervisor, you will lead and support a team of customer contact center agents, monitor and manage performance metrics, handle escalated concerns, and collaborate across departments to improve workflows and the overall taxpayer experience.
Key Responsibilities:
• Team Leadership & Coaching: Supervise, train, and mentor customer contact center agents to ensure high performance, professionalism, and adherence to established protocols.<...