We are looking for an experienced Call Center Supervisor to lead and support call center operations, ensure high-quality customer service, and drive team performance.
Key Responsibilities:
- Supervise and support call center agents to achieve operational and customer service targets.
- Monitor daily performance, KPIs, quality metrics, and productivity levels.
- Coach, guide, and provide feedback to team members to improve performance.
- Handle escalations and ensure customer issues are resolved effectively.
- Prepare performance reports and share operational insights with management.
- Manage daily workload, schedules, attendance, and team allocation.
- Ensure compliance with call center policies, procedures, and service standards.
- Identify improvement areas and support continuous process enhancement.
- Coordinate with other departments to resolve customer-related issues.