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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
- Monitor performance metrics and provide feedback
- Handle escalated customer issues
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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
- Monitor performance metrics and provide feedback
- Handle escalated customer issues
- Develop and implement training programs
- Ensure compliance with company policies and procedures
- Collaborate with other departments to improve processes
- Conduct performance evaluations
- Schedule shifts and manage staffing levels
- Maintain call center equipment
- Stay up-to-date on industry trends and best practices
Requirement
- Minimum 2 years of call center experience
- Proven leadership skills
- Excellent communication skills
- Ability to multitask and prioritize
- Strong problem-solving abilities
- Experience with call center software
- Ability to work under pressure
- Flexibility in working hours
- Bachelor's degree in relevant field
- Fluency in English and Malay
Skills
- Leadership
- Communication
- Problem-solving
- Customer service
- Time management
- Teamwork
- Computer proficiency
- Conflict resolution
- Decision-making
- Adaptability