Data Intelligence Supervisor

Description

Job Summary: We are seeking a Contact Center Supervisor to lead the Level 1 Support team, ensuring efficiency, quality, and standardization of customer interactions. Key Highlights: 1. Lead the Level 1 Support team and optimize the contact center. 2. Ensure data quality and proper ticket escalation. 3. Experience in implementing and structuring customer support operations. **Description** We are looking for a Contact Center Supervisor to lead the team responsible for Level 1 Support\. This person will be responsible for ensuring the efficient operation of the contact center, monitoring KPIs, standardizing processes, ensuring service quality, and guaranteeing correct ticket logging and escalation to Level 2 Support when required. If you have solid call center experience, have previously implemented or structured customer support and help desk operations, and focus on data quality, this role is for you! **This is a hybrid position, with an expectation of one in-person office visit per month.** **Responsibilities and Duties** Coordinate daily operations and performance of the Contact Center (Level 1 Support\); Ensure correct ticket creation, categorization, and prioritization; Validate the quality of data entered into the system; Perform appropriate escalation of cases to Level 2 Support; Monitor SLAs, call volumes, response times, and customer satisfaction metrics; Develop and update scripts, operational procedures, and service workflows; Support the team in resolving questions; Analyze recurring issues, propose improvements, and support the implementation of new tools and processes. **Requirements and Qualifications** Proven experience in call center or contact center operations; Prior experience structuring, implementing, or managing help desk / service desk operations; Knowledge of ticket creation and management (help desk tools); Analytical ability to assess data quality, identify issues, and propose corrections; Strong verbal and written communication skills, along with a consultative attitude; Organizational skills and a strong sense of priority.