- 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
- Ensure adherence to policies for attendance and established procedures, etc.
- Keep management informed on issues and problems
- Prepare monthly/annual results and performance reports
Proven experience of 3+ years as a call center supervisor or similar supervisory positionExperience in customer service is essentialProficient in English B2-C1.Working knowledge of MS OfficeKnowledge of performance evaluation proceduresOutstanding communication and negotiation abilitiesA results-oriented approachExcellent organizational and leadership skillsAbility to work under pressureHigh school diploma