Call Center Supervisors

Job Responsibilities:

• To ensure defined service level KPIs are met and take effective actions for traffic management in shifts.

• To provide coaching, feedback and counselling for the betterment of respective team members based on the customer feedback and scorecard performance for Optimum Resource Utilization.

• To ensure that team members are well informed with updated information related to product and services along with policies and procedures by arranging shift meetings and refreshers.

• To act as a central point of reference and coordination for ISO compliance and special assignments as and when assigned by line Manager.

• To supervise the daily Call Center operations and effectively manage the floor activities and comply to company`s policies & procedures dutifully.

• Make efforts to bring efficiency in Operations through Automation and Innovation.

Skills Requirement:

• Proven experience as call center supervisor or similar supervisory position .

• Experience in customer service is essential

• Proficient in English Communication.

• Working knowledge of MS Office.

• Knowledge of performance evaluation procedures.

• Outstanding communication and negotiation abilities.

• A results-oriented approach.

• Excellent organizational and leadership skills.

• Ability to work under pressure .

• Flexible to work in shifts.