- Answer questions from staff and provide guidance and feedback
- Anticipate escalation and take over calls when needed
- Devise ways to optimize procedures and keep staff motivated
- Ensure adherence to policies for attendance, established procedures etc.
- Keep management informed on issues and problems
Proven experience as call center supervisor or similar supervisory positionExperience in customer service is essentialProficient in English; Good knowledge of additional languages will be a definite plusWorking knowledge of MS OfficeTech savvy with knowledge of telephone equipment and relevant computer programsKnowledge of performance evaluation proceduresOutstanding communication and negotiation abilitiesA results-oriented approachExcellent organizational and leadership skillsAbility to work under pressureHigh school diploma