Call Center Supervisor
Job Description
- Manages and oversees a team of call center agents.
- Motivates and supports agents through feedback and communication.
- Measures KPI’s like inbound calls, call waiting, and call abandonment.
- Assists with taking agents’ calls if they can’t handle the workload.
- Improves quality of results by recommending changes.
- Provides product/service information by answering questions and offering assistance.
- Keep track of employee attendance, and make sure work procedures are complied with.
- Assist in hiring and onboarding new employees.
- Prepares monthly and annual performance reports.
- Creates targets and goals for improvement.
Skills
- Tech savvy with knowledge of relevant computer programs and telephone equipment
- Ability to remain calm and respectful under pressure
- Exceptional customer service expertise
- Proficiency with the English language
- Strong verbal and written communication skills
- Organizational skills and attention to detail
- Familiarity with quality assurance and data analysis software
- Excellent negotiation and problem-solving skills
Education and Experience Requirements:
- High school diploma or equivalent
- At least [number] years of working in customer service, a supervisory role, or in a call center is required
- Experience with coaching, training, and motivating employees is required
