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Job Description
- 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
- ● Measure performance with key metrics such as call abandonment, calls waiting etc.
- ● Ensure adherence to policies for attendance, established procedures etc.
- ● Keep management informed on issues and problems
- ● Prepare monthly/annual results and performance reports
Job Requirements
- ● Proven experience as call center supervisor or similar supervisory position
- ● Experience in customer service is essential
- ● Proficient in English; Good knowledge of additional languages will be a definite plus
- ● Working knowledge of MS Office
- ● Tech savvy with knowledge of telephone equipment and relevant computer programs
- ● Knowledge of performance evaluation procedures
- ● Outstanding communication and negotiation abilities
- ● A results-oriented approach
- ● Excellent organizational and leadership skills
- ● Ability to work under pressure
- ● High school diploma
