Contact Center Supervisor

At Air Liquide Healthcare Iberia, we are specialists in the manufacture and comercialization of medical and healthcare gases. We manufacture and supply medical gases; we develop, install, maintain equipment and propose essential solutions for their proper use.

We work with the highest safety standards in all our processes to ensure the proper use and handling of our gases, services and equipment at all times. In addition, we have a large team of experts and professionals who have an in-depth knowledge of our customers' needs.

They are responsible for the correct daily operation of the Contact Center. They are in charge of monitoring indicators and objectives, supporting agents and specialists in their professional development, as well as assisting them through the supervision of their work.

Day-to-day Contact Center Management:

Staff management (agents)
Responsible for managing shifts and staff rotation, assigning the necessary resources according to call demand. Keeping agents informed of the most relevant activity KPIs.

1) AHT.
2) Calls answered.
3) Productivity.
4) Calls answered with high AHT.
5) Call quality.
6) Quality in claims opening.
7) Aux time and available time.
8) etc.

Help and support the needs of the agents. Ensure that all agents have the necessary tools to perform their work. Responsible for maintaining a warm and team-oriented work environment. Encouraging agents to work as a team.

Service level provided by agents
Monitor KPIs daily and take the necessary actions
Responsible for the quality of calls provided by the agents (Internal and external satisfaction surveys)
Responsible for the efficiency and productivity of the agents (continuous monitoring of AHT and other Contact Center management indicators)
Ensure the implementation and compliance of processes by the agents

Evaluation of agent development:
Carry out action procedures on how to handle a call, train agents, and perform continuous evaluation.
Define the evaluation process, carry it out, and define when an agent has surpassed the levels. (Agent Assessment)
Perform continuous call listening to propose improvement actions. Motivate and accompany them in their growth. Share best practices among agents.
Identify training needs of the agents
Resolve repetitive doubts from agents and escalate those that are more complex
Work very closely with the C-Imp leader for the implementation of improvements.
Hold meetings (daily/weekly) with agents to inform them of procedural changes, frequent errors, and monitoring KPIs.