Call Center Supervisor

We are looking for a competent Call center supervisor to organize and direct the staff of our call center. You will be responsible for assessing their work and giving them feedback to maximize performance.

Candidate must have customer service and supervisory experience. The ideal candidate must possess great communication skills and be able to lead and motivate. You will be organized and reliable as well as results-oriented.

Duties and responsibilities:

• Assisting in the setting of targets/goals for individuals as well as for teams
• Answering the queries of staff and providing guidance and timely feedback
• onboarding new employees
• Reporting to upper management on problems and issues
• Preparing performance reports day by day and monthly report
• Measuring performance using key metrics (e.g. calls waiting, call abandonment, etc.)
• Ensuring adherence to the company’s policies as well as established procedures for call attendance
• Anticipating escalation and taking over calls whenever needed
• Devising ways of optimizing procedures and keeping staff motivated.