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Products
INSTANT 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.
AJOBTHING REVIEW
Explore what employers love about AJobThing recruitment platform for fast & successful hiring
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 manage a team of call center agents
- Monitor and evaluate team performance to ensure KPIs are met
- Provide coaching and feedback to agents to improve 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 and manage a team of call center agents
- Monitor and evaluate team performance to ensure KPIs are met
- Provide coaching and feedback to agents to improve performance
- Develop and implement training programs for new and existing staff
- Handle escalated customer inquiries and complaints
- Maintain up-to-date knowledge of company products and services
- Generate reports on team performance and call center metrics
- Collaborate with other departments to improve customer service processes
- Ensure compliance with company policies and procedures
- Contribute to a positive and productive work environment
Requirement
- Minimum of 2 years of experience in a call center supervisory role
- Excellent verbal and written communication skills
- Ability to multitask and prioritize in a high-pressure environment
- Strong leadership and team management skills
- Proficiency in Microsoft Office and CRM software
- Ability to work flexible hours, including weekends and holidays
- Strong problem-solving skills
- Experience in performance management and coaching
- Knowledge of call center operations and best practices
- Bachelor's degree in a related field
Skills
- Leadership
- Communication
- Problem-solving
- Team management
- Customer service
- Training and development
- Performance management
- CRM software
- Microsoft Office
- Call center operations