Call Center Supervisor

As a Call Center Supervisor, you will oversee a team of customer service representatives and ensure efficient and effective Call Center operations. Your strong leadership skills and dedication to customer satisfaction will play a key role in the success of our Call Center. We strive to provide exceptional customer service. As a Call Center Supervisor, you will be responsible for monitoring and managing the performance of your team, providing coaching and mentoring, and implementing strategies to improve customer satisfaction and achieve performance targets.

• Supervise and manage a team of customer service representatives in a Call Center environment.
• Monitor and evaluate team performance, providing feedback and coaching for improvement.
• Set goals and performance targets for the team and ensure they are met or exceeded.
• Develop and implement training programs to enhance the skills and knowledge of the team.
• Ensure compliance with company policies, procedures, and quality standards.
• Handle escalated customer inquiries and resolve complex issues.
• Analyze Call Center data and generate reports on team performance and customer trends.
• Identify areas of improvement and implement strategies to enhance Call Center operations.
• Collaborate with other departments to address customer needs and improve processes.

Requirements

• Previous experience in a Call Center Supervisory role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze data and generate reports.
• Proficient in Call Center software and customer relationship management (CRM) systems.
• Knowledge of Call Center operations and best practices.
• Ability to handle and resolve customer complaints and conflicts.
• Familiarity with relevant regulations and compliance standards.
• Flexibility to work in shifts, including evenings and weekends.