Call Center Supervisor - Industrial Background is a must

General Roles & Responsibilities:

• Supervises, plans and manages functions related to Call Center work area.
• Oversees and directs the day-to-day activities of telephone operators and call center agents.
• Acts as a source of information and answers operator/agents questions, assigns tasks, follows up and gives instructions as necessary.
• Carries out supervision, coaching, call monitoring, training, reviewing and disciplining of all operators/agents.
• Attends, follows up & resolves customer complaints.
• Carries out performance monitoring, measurement and evaluation of all operators/agents to improve efficiency.
• Ensures that team members obtain the appropriate training and support to best apply their knowledge and skills on the job.
• Compiles and maintains lists of key and on-call schedules & personnel, and ensures all lists are available to operators for use as required.
• Prepares and directs scheduling, monitors operators’ attendance, schedules shifts & breaks as necessary.
• Performs other similar or related duties, as assigned, such as updating databases, coordinating activities related to repair and maintenance of equipment, ordering materials and supplies, etc.