Call Centre Supervisor

Responsabilities

• Call Center Supervisor is responsible for training and preparing Customer Service representatives to respond to customer questions and complaints and troubleshoot problems.
• Ensuring Customer Service Representatives understand and comply with all call center objectives, performance standards, and policies.
• Monitoring goals for performance and deadlines that align with plans and vision
• Monitoring performance with KPIs such as call interruptions, calls waiting etc.
• Organizing workflow and ensuring that employees understand their duties or delegated tasks.
• Monitoring employee productivity and providing constructive feedback and coaching.
• Onboard and train new call center employees
• Answer staff questions, provide guidance and feedback to team members, establish resource tools.
• Prepare monthly, quarterly, and annual reports.

Qualifications

Compensation