Clark | Operations Supervisor - Cloud

Position Summary

This position is responsible for customer service in various languages and through various transaction types (e.g. inbound and outbound calls, chat, email, social media, etc.) or back‑office work for end customers (B2C and/or B2B) that can include various service types e.g. pre sales, post sales, billing and support, as per LOB (SOW) specifications. This position is responsible for supporting frontline (customer facing) associates by handling consult calls, escalations, team supervision and other related duties.

Overall Responsibilities

• Oversee and supervise a team of agents.
• Attend required training session for new information and training updates.
• Acquire and transfer to the team the knowledge of all tools and associated workflow processes.
• Assist in developing and streamlining procedures.
• Coach, motivate, reward, counsel and assist with disciplinary actions as necessary.
• Provid...