JOB OVERVIEW

We are seeking a dedicated and experienced Call Center Supervisor to lead our customer service team. The ideal candidate will possess strong leadership skills and a passion for delivering exceptional customer service. This role involves overseeing daily operations, ensuring team performance, and implementing strategies to enhance customer satisfaction. The Call Center Supervisor will be responsible for fostering a positive work environment while meeting organizational goals.

EXPERIENCE

• Proven experience in a supervisory role within a call center or customer service environment is essential.
• Strong project management skills with the ability to prioritize tasks effectively.
• Multilingual abilities are a plus but not necessary, enhancing communication with diverse customer bases.
• Demonstrated leadership capabilities with experience in managing teams effectively.
• Excellent analysis skills to interpret data and make informed decisions based on findings.
• Exceptional communication skills, both verbal and written, with proficiency in English required.

• Supervise and mentor call center agents, providing guidance and support to enhance their performance.
• Monitor call metrics and analyze data to identify areas for improvement in service delivery.
• Develop and implement training programs to ensure staff are equipped with the necessary skills in customer service, sales techniques, and product knowledge.
• Handle escalated customer inquiries and resolve complex issues through effective negotiation and communication.
• Collaborate with management to establish goals, objectives, and performance standards for the team.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Maintain a high level of professionalism while fostering a positive team culture that encourages collaboration and growth.