Call Center Supervisor

Description of job position

• Overseeing daily operations of the call center to ensure efficiency and effectiveness in service delivery.
• Supervising and training call center agents to enhance their performance and customer service skills.
• Monitoring call metrics and performance indicators to identify areas for improvement.
• Handling escalated customer inquiries and resolving complex issues in a timely manner.
• Developing and implementing policies and procedures to improve service quality and operational efficiency.
• Conducting regular performance evaluations and providing constructive feedback to team members.
• Ensuring compliance with company policies and industry regulations.
• Collaborating with other departments to address customer needs and improve service offerings.
• Preparing reports on call center performance, customer feedback, and team productivity.
• Fostering a positive work environment that encourages teamwork and employee engagement.
• Assisting in the recruitment and onboarding process of new call center staff.
• Staying informed about industry trends and best practices to enhance service delivery.