Call Center Supervisor

Job Summary

The Call Center Supervisor is responsible for overseeing the daily operations of the call center team ensuring excellent customer service achieving performance targets and supporting agents through coaching training and performance management. The role focuses on maintaining service quality productivity and customer satisfaction.

Key Responsibilities

• Supervise and manage a team of call center agents.
  
• Monitor inbound and outbound calls to ensure quality standards are met.
  
• Track and analyze key performance indicators (KPIs) such as service levels average handling time first-call resolution and customer satisfaction.
  
• Conduct regular coaching training and performance evaluations.
  
• Handle customer escalations and resolve complex issues promptly.
  
• Prepare daily weekly and monthly performance reports.
  
• Ensure adherence to company policies procedures and compliance requirements.
  
• Schedule staff and manage workforce requirements to meet service demands.
  
• Identify process improvement opportunities and implement corrective actions.
  
• Collaborate with other departments to enhance customer experience and operational efficiency.
  

Key Competencies

• Leadership and people management
  
• Customer service excellence
  
• Coaching and mentoring
  
• Conflict resolution
  
• Performance management
  
• Data analysis and reporting
  
• Time management and organization
  

Requirements

Qualifications & Requirements

• Bachelors degree in Business Administration Management or a related field (preferred).
  
• 35 years of experience in a call center environment with at least 12 years in a supervisory role.
  
• Strong leadership and team management skills.
  
• Excellent communication and interpersonal abilities.
  
• Proficiency in call center software CRM systems and Microsoft Office Suite.
  
• Strong analytical and problem-solving skills.
  
• Ability to work under pressure and manage multiple priorities.