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Resources
Products
AI JOB AD
Create compelling job ads in seconds with AI-powered assistance.
AI JOB FOLDER
Automate your candidate screening and folder management.
CAREER PAGE
Build your personalized career page with strong company branding to attract candidates and manage your job vacancy.
AJOBTHING REVIEW
Explore what employers love about AJobThing recruitment platform for fast & successful hiring
AJOBTHING CARE
Get dedicated after-sales support, hiring guidance, and personalized assistance to ensure your recruitment success.
PARTNERSHIP
Collaborate with us to achieve mutual success and reach a wider audience.
Call Center Supervisor Job Description
As a Call Center Supervisor, you will oversee the performance of customer service representatives and ensure that operational standards are met. Your leadership and coaching skills will be crucial for optimizing team performance.
This Call Center Supervisor job description template can help you find the right candidate for your team. Adjust the specifics to reflect your organization’s requirements. A clear and comprehensive template aids your recruitment process by outlining expectations.
Call Center Supervisor Responsibilities Include:
- Supervise a team of call center agents
- Monitor and evaluate agent performance
- Provide coaching and training to improve team performance
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Job Brief
We are seeking an experienced Call Center Supervisor to lead our customer service team. In this role, you will be responsible for managing day-to-day operations, monitoring call center metrics, and coaching team members to improve performance. Your leadership will be instrumental in ensuring a high level of service delivery.
Key responsibilities include conducting performance evaluations, supporting team members with training, and implementing strategies to enhance overall customer satisfaction. Strong communication and interpersonal skills will be essential in this role. You’ll also serve as a point of contact for escalated customer inquiries, ensuring resolutions are handled smoothly.
If you're passionate about leading a team and driving service excellence, we want to hear from you. This is a fantastic opportunity to make a significant impact on our call center operations.
Responsibilities
- Supervise a team of call center agents
- Monitor and evaluate agent performance
- Provide coaching and training to improve team performance
- Handle escalated customer complaints
- Develop and implement strategies to improve customer satisfaction
- Create and maintain call center policies and procedures
- Generate reports on team performance and call center metrics
- Ensure compliance with company policies and regulations
- Collaborate with other departments to improve overall customer experience
- Conduct regular team meetings and performance reviews
Requirement
- Minimum of 2 years experience in a call center environment
- Excellent communication and interpersonal skills
- Strong problem-solving abilities
- Ability to multi-task and prioritize in a fast-paced environment
- Experience with call center software and CRM systems
- Proven track record of meeting and exceeding targets
- Ability to lead and motivate a team
- Flexibility to work evenings and weekends
- Proficiency in English and Malay languages
- Bachelor's degree in Business Administration or related field
Skills
- Leadership
- Customer service
- Problem-solving
- Communication
- Teamwork
- Time management
- Adaptability
- Conflict resolution
- Decision-making
- Attention to detail