Call Center Supervisor

The Contact Center Supervisor supports the day-to-day operations of the contact center, working closely with team members to deliver excellent customer service and meet performance goals. This role involves supervising a team of agents, monitoring key metrics, and ensuring the smooth execution of daily tasks. The ideal candidate will have strong organizational skills, a collaborative attitude, and a passion for driving team success.

 

Key Responsibilities

  1. Team Supervision
    • Oversee a team of contact center agents, providing guidance and support as needed.
    • Conduct daily team briefings and ensure agents are informed of updates, goals, and policies.
    • Assist with onboarding, training, and mentoring new team members.
    • Monitor team adherence to schedules and address attendance or performance issues.
  2. Operational Support
    • Ensure agents follow established workflows, scripts, and quality standards.
    • Handle escalated customer inquiries and complaints, resolving them effectively.
    • Monitor call volumes and queues to ensure customer wait times are minimized.
    • Collaborate with senior managers to implement operational improvements.
  3. Performance Monitoring
    • Track individual and team performance metrics, providing regular feedback to agents.
    • Conduct quality assurance checks by reviewing calls, emails, and chat transcripts.
    • Prepare daily and weekly performance reports for management review.
  4. Customer Service Excellence
    • Promote a customer-first culture by modeling excellent service behavior.
    • Identify common customer pain points and share insights with the leadership team to improve service delivery.
    • Ensure agents are equipped with the tools and knowledge to handle customer interactions effectively.
  5. Collaboration
    • Work with other departments to address interdepartmental concerns.
    • Provide suggestions to improve tools, systems, or processes based on team feedback.

Key Performance Indicators (KPIs)Customer Satisfaction MetricsCustomer Satisfaction Score (CSAT)Net Promoter Score (NPS)Agent Performance MetricsAdherence to scheduleAverage Handle Time (AHT)Quality Assurance (QA) scoresTeam Efficiency MetricsCalls answered per hourService Level (percentage of calls answered within target time)Call Abandonment Rate Skills and QualificationsEducation: Bachelor’s degree in Business, Management, Communications, or related field.Experience: Proven experience in a contact center leadership role; minimum 5-7 years, preferred fashion backgroundTechnical Skills: Familiarity with contact center softwareSoft Skills: Exceptional communication, problem-solving, and decision-making skills.
Post date: Today
Publisher: Wuzzuf .com
Post date: Today
Publisher: Wuzzuf .com