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JOB AD
Hire INSTANTLY with AI and get highly relevant candidates in 72 hours
CAREER PAGE
Build your personalized career page with strong company branding to attract candidates and manage your job vacancy.
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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 call center agents to meet and exceed performance targets
- Monitor call center metrics and provide regular feedback to agents
- Develop and implement training programs for new and existing staff
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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 and motivate call center agents to meet and exceed performance targets
- Monitor call center metrics and provide regular feedback to agents
- Develop and implement training programs for new and existing staff
- Handle escalated customer inquiries and complaints
- Ensure compliance with company policies and procedures
- Conduct performance evaluations and provide constructive feedback
- Create and maintain a positive work environment
- Collaborate with other departments to improve customer service processes
- Manage scheduling and staffing levels to meet service level agreements
- Stay updated on industry trends and best practices
Requirement
- Minimum of 2 years of experience in a call center environment
- Excellent communication and interpersonal skills
- Strong leadership and decision-making abilities
- Ability to work in a fast-paced environment
- Proficiency in Microsoft Office and call center software
- Bachelor's degree in Business Administration or related field
- Ability to motivate and coach team members
- Knowledge of customer service principles and practices
- Ability to analyze data and generate reports
- Flexibility to work evenings and weekends
Skills
- Excellent communication skills
- Leadership abilities
- Problem-solving skills
- Customer service orientation
- Team management
- Data analysis
- Training and development
- Time management
- Adaptability
- Conflict resolution