Call Centre Supervisor

Team Manager

The Call Center Supervisor position involves overseeing and coordinating the activities of the call center and administrative support to workers to ensure smooth operations and high performance.

The key functions of the supervisor include but are not limited to the below:

• Mentoring, training, and developing/preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
• Identifies performance gaps and prepares action plans for effective coaching and performance improvement during one-on-one feedback.
• Ensuring agents understand and comply with all call center objectives, performance standards, policies, and procedures.
• Answering agents' questions regarding best practices or difficult calls.
• Identifying operational issues and suggesting possible improvements/resolutions.
• Monitoring and evaluating agents' performance, providing learning or coaching opportunities, and taking corrective action/s, if necessary.
• Preparing reports and analyzing data to assist management as they determine call center goals.
• Conducting monthly/quarterly performance reviews.
• Delegating tasks to team members.
• Motivating agents and creating a pleasant working environment that inspires the team.
• Collaborating with other supervisors and management team members to support agents and maximize customer satisfaction.
• Any other duties assigned/delegated by Operations Manager that is in line with your job description.

Call Center Supervisor Requirements:

• Associate Degree in Business Administration is a distinct advantage.
• Call center, customer service, or supervisory experience- a minimum of two (2) years is required.
• Proficiency with technology (computers, software applications, and phone systems).
• Exceptional verbal and written communication skills.
• Strong understanding of company products, policies, and services.
• Highly motivated and possess the ability and skills to coach, train, motivate employees, and evaluate their performance.
• Excellent problem-solving, leadership, customer service, and interpersonal skills.
• Analytical, efficient, and thorough.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
• Ability to lead a team of up to 20 agents while meeting deadlines on expected deliverables (multi-tasking).
• Willing to work a flexible schedule