Call Center Supervisor

Process/Functional Skills
• Team Leadership: Lead, motivate, and supervise a team of call center agents to ensure high-quality customer service, productivity, and adherence to company policies and procedures.
• Performance Management: Monitor and evaluate the performance of call center agents, providing regular feedback, coaching, and support to improve performance and achieve KPIs.
• Call Monitoring: Review and assess call interactions to ensure that agents maintain a high level of professionalism, customer service, and compliance with company standards.
• Scheduling: Create and manage agent schedules to ensure proper coverage during peak call hours and adherence to break schedules.
• Training and Development: Identify training needs and assist in the development of training programs to improve the skills and knowledge of call center agents. Conduct onboarding for new hires.
• Quality Assurance: Establish and maintain quality assurance procedures to ensure consistent and exceptional customer service delivery. Identify areas for improvement and implement corrective action. Read more