- Monitor inbound and outbound calls
- Assist in the formulation of targets for individuals and teams
- Identify and implement improvements to the call center process
- Listen to calls and review transcripts
- Collaborating with other departments to improve the customer experience
- Work with other departments to ensure that customer service standards are met
- Monitor customer satisfaction surveys and feedback to identify areas for improvement
- Develop and deliver training to call center agents on customer service skills and procedures
- Provide clear insight into performance drivers and the levers which impact performance.
- 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.
- Presenting findings to management and other stakeholders
- Prepare monthly/annual results and performance reports
Proven experience as call center supervisor or similar supervisory positionExperience in customer service is essentialProficient in EnglishWorking 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 pressureBachelor degree holder