Call Center Supervisor Full Time

Job Purpose 

Oversee Call Center operations, ensuring that Call Center Agents attend to customers in a professional manner including answering questions, handling complaints, providing support within their ability

Responsibilities 

• Plan and implement duty roster/schedule for Agents on duty
• Measure KPIs including abandonment, call waiting, etc
• Monitor individual agents and center performance progress including giving feedback and taking action for improvements
• Monitor discipline by promoting established policies, procedures, rules and regulations, taking corrective actions as needed
• Provide work guidance, coaching, and training to ensure agents are conversant with work procedures and tools
• Anticipate escalation and take over calls when needed
• Keep management informed on issues and problems
• Prepare monthly/annual results and performance reports

Requirements 

• 6 years work experience within call center operations, prior supervisory experience is added advantage
• Experience in customer service is essential
• Ability to operate telephone equipment and call center management programs
• Excellent supervision and leadership skills
• Excellent communication and interpersonal skills
• A results-oriented and problem solver
• Excellent organizational and leadership skills
• Ability to work under pressure and in shifts including weekends
• Diploma or degree in any field