Call center supervisor

About The Job

As part of strengthening our customer service operations, we are hiring an experienced Call Center Supervisor to lead and support a team of call center agents. You will be responsible for ensuring team performance, maintaining service quality, and fostering a positive and productive work environment. You will act as the link between management and frontline agents.

Responsibilities

• Supervise, support, and motivate a team of call center agents
• Ensure team performance aligns with targets (response rate, call quality, handling time, etc.)
• Manage work schedules, attendance, and daily staffing needs
• Train new agents and provide ongoing coaching and support
• Conduct call monitoring and deliver constructive feedback
• Analyze performance metrics and implement corrective actions where needed
• Handle escalated customer complaints and complex issues
• Work closely with other supervisors and the call center manager to improve operations
• Contribute to the development of scripts and operational procedures
• Prepare weekly performance reports for management

Requirements

Apply now

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