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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 train call center agents
- Monitor and evaluate agent performance
- Handle escalated customer calls
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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 train call center agents
- Monitor and evaluate agent performance
- Handle escalated customer calls
- Develop and implement call center policies and procedures
- Ensure compliance with company standards
- Generate reports on call center metrics
- Maintain call center equipment and software
- Handle scheduling and staffing needs
- Resolve customer complaints and issues
- Conduct performance evaluations
Requirement
- Minimum of 2 years experience in call center management
- Excellent communication and leadership skills
- Ability to handle high-stress situations
- Strong problem-solving abilities
- Proficiency in Microsoft Office Suite
- Knowledge of call center software and equipment
- Ability to multitask and prioritize tasks
- Strong decision-making skills
- Flexibility to work varying shifts
- Bachelor's degree in Business Administration or related field
Skills
- Leadership
- Communication
- Problem-solving
- Decision-making
- Time management
- Customer service
- Teamwork
- Adaptability
- Conflict resolution
- Computer proficiency