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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 and motivate a team of customer service representatives
- Ensure team meets and exceeds performance targets
- Handle escalated customer inquiries and complaints
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- Integrated AI
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 and motivate a team of customer service representatives
- Ensure team meets and exceeds performance targets
- Handle escalated customer inquiries and complaints
- Monitor and evaluate team performance
- Develop and implement training programs for team members
- Conduct regular team meetings and performance reviews
- Collaborate with other departments to improve customer service processes
- Maintain accurate records of team performance and KPIs
- Identify and implement process improvements
- Ensure compliance with company policies and procedures
Requirement
- Minimum 2 years of experience in a call center environment
- Proven track record of meeting and exceeding KPIs
- Strong leadership and problem-solving skills
- Excellent communication and interpersonal abilities
- Ability to work under pressure and handle difficult situations
- Proficiency in Microsoft Office and call center software
- Bachelor's degree in Business Administration or related field
- Ability to work flexible hours
- Experience in training and coaching team members
- Fluency in English and Bahasa Malaysia
Skills
- Leadership
- Communication
- Problem-solving
- Team management
- Customer service
- Training and coaching
- Performance evaluation
- Process improvement
- Time management
- Conflict resolution