- Assist in the formulation of targets for individuals and teams
- ● Hire and onboard new employees
- ● 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
- ● Measure performance with key metrics such as call abandonment, calls waiting etc.
- ● Ensure adherence to policies for attendance, established procedures etc.
- ● Keep management informed on issues and problems
- ● Prepare monthly/annual results and performance reports
● Proven experience as call center supervisor or similar supervisory position● Experience in customer service is essential● Proficient in English; Good knowledge of additional languages will be a definite plus● Working knowledge of MS Office● Tech savvy with knowledge of telephone equipment and relevant computer programs● Knowledge of performance evaluation procedures● Outstanding communication and negotiation abilities● A results-oriented approach● Excellent organizational and leadership skills● Ability to work under pressure● High school diploma