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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.
Resources
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:
- Manage and oversee the daily operations of the call center
- Supervise and coach call center agents to ensure high performance
- Monitor and analyze call center metrics to improve efficiency
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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
- Manage and oversee the daily operations of the call center
- Supervise and coach call center agents to ensure high performance
- Monitor and analyze call center metrics to improve efficiency
- Develop and implement training programs for call center staff
- Handle escalated customer complaints and issues
- Create and maintain call center policies and procedures
- Collaborate with other departments to ensure seamless customer service experience
- Conduct performance evaluations and provide feedback to staff
- Maintain call center equipment and technology
- Ensure compliance with company policies and regulations
Requirement
- Minimum 2 years of experience in call center management
- Excellent communication and interpersonal skills
- Ability to motivate and lead a team
- Strong problem-solving skills
- Proficiency in Microsoft Office suite
- Knowledge of call center technology and best practices
- Ability to work under pressure and meet deadlines
- Flexibility to work in shifts
- Bachelor's degree in a related field
- Fluency in English and Malay language
Skills
- Leadership
- Customer service
- Problem-solving
- Communication
- Team management
- Time management
- Adaptability
- Technology proficiency
- Conflict resolution
- Decision-making