Call Center Supervisor

• Team Leadership: Lead, motivate, and supervise a team of call center agents to ensure high-quality customer service, productivity, and adherence to company policies and procedures.

• Performance Management: Monitor and evaluate the performance of call center agents, providing regular feedback, coaching, and support to improve performance and achieve KPIs.

• Call Monitoring: Review and assess call interactions to ensure that agents maintain a high level of professionalism, customer service, and compliance with company standards.

• Scheduling: Create and manage agent schedules to ensure proper coverage during peak call hours and adherence to break schedules.

• Training and Development: Identify training needs and assist in the development of training programs to improve the skills and knowledge of call center agents. Conduct onboarding for new hires.

• Quality Assurance: Establish and maintain quality assurance procedures to ensure consistent and exceptional customer service delivery. Identify areas for improvement and implement corrective action.

• Data Analysis: Collect and analyze call center data, including call volume, response times, and customer satisfaction metrics. Use data-driven insights to improve operations.

• Conflict Resolution: Address and resolve customer and employee issues and complaints. Escalate complex cases to higher management as needed.

• Documentation and Reporting: Maintain accurate records, reports, and documentation of call center activities, including performance metrics and agent evaluations.

• Compliance: Ensure compliance with industry regulations, company policies, and data security standards. Stay up-to-date with relevant laws and regulations.

Behavioral Skills:

• Communication: Excellent written and verbal communication

• Leadership: ability to coordinate, motivate and provide guidance to the teams.

• Risk Management: The ability to analyze, prioritize, and minimize the amount of risk an initiative, program, or project may cause.

• Analytical problem solving: The ability to identify and address potential issues, keep up with technology, and improve software quality.

• Time management: The ability to prioritize tasks and meet delivery deadlines.

• Presentation: should possess excellent presentation skills. Should be able to provide status update on PPT.

Qualification:

• High school diploma or equivalent.

• At least 3-5 years of working in customer service, a supervisory role, or in a call center is required.

Thanks & Regards,

Esha Joshi

USA: Corporate Office: 61-36, 170th Street, Suite M-2, Fresh Meadows, NY 11365.

445 Broad Hollow Road Suite # 25, Melville, NY 11747.

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