Call Center Supervisor

Job Brief

Call Center Supervisors are responsible for training and motivating their Call Center Representatives. They answer clients’ questions, deal with complaints and provide support. They are responsible for hiring new employees and monitoring the success of their team.

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