Job Details

Job Summary:

We are seeking a dedicated and experienced Call Center Supervisor to oversee the daily operations of our customer service team. The ideal candidate will ensure that representatives deliver excellent service, meet performance targets, and follow company policies and procedures. This role requires strong leadership, problem-solving, and communication skills to drive team performance and maintain high levels of customer satisfaction.

Key Responsibilities:

• Team Supervision & Support
  Supervise, mentor, and support a team of call center agents to achieve daily, weekly, and monthly goals
  Provide coaching, feedback, and performance evaluations to improve team effectiveness
  Monitor call activities, ensuring quality standards and customer service protocols are followed

• Performance Management
  Analyze call center metrics and KPIs to identify trends, opportunities, and areas of improvement
  Develop action plans to address performance issues and implement training as needed
  Report on team performance to senior management

• Customer Experience Management
  Handle complex customer inquiries or escalations that agents are unable to resolve
  Ensure a consistent, positive customer experience across all touchpoints
  Collaborate with other departments to resolve customer issues quickly and efficiently

• Training & Development
  Participate in onboarding and training of new team members
  Conduct regular training refreshers and workshops to enhance agent skills

• Scheduling & Workflow Management
  Manage agent schedules, shifts, and workload distribution to ensure optimal coverage
  Plan for high-volume periods and adjust staffing needs accordingly

Qualifications:

• Bachelor’s degree in Business, Communications, Customer Service, or a related field (preferred)
• 2–4 years of experience in a call center environment, with at least 1 year in a supervisory or team lead role

Preferred Skills:

• Strong leadership and people management skills
• Excellent verbal and written communication abilities
• Proficient in call center software and CRM tools (e.g., Zendesk, Salesforce, Five9, Talkdesk)
• Analytical mindset with the ability to interpret performance metrics and generate reports
• High level of organization, time management, and problem-solving skills
• Ability to work under pressure and handle escalated customer interactions professionally

Why Join Us:

• Be part of a growing company that values customer satisfaction and employee development
• Work in a supportive team environment with opportunities for growth
• Competitive salary, benefits, and performance incentives

Education:

• Bachelor’s degree in Business Administration, Communications, Customer Service, or a related field (preferred)
• Equivalent work experience may be considered in place of formal education

Experience:

• 2–4 years of experience working in a call center or customer service environment
• 1+ year in a supervisory, team lead, or coaching role
• Experience managing inbound and/or outbound call center operations is a plus
• Proven track record of improving team performance and achieving KPIs

Technical Skills:

• Proficiency in call center software, CRM systems, and telephony platforms (e.g., Zendesk, Salesforce, Freshdesk, Five9, Talkdesk)
• Knowledge of call monitoring systems, ticketing tools, and performance dashboards
• Competency in Microsoft Office Suite, particularly Excel and Outlook
• Ability to generate, read, and analyze performance reports

Core Competencies:

• Strong leadership and team management skills
• Excellent verbal and written communication abilities
• High-level problem-solving and decision-making capabilities
• Ability to multitask, prioritize, and manage time efficiently in a fast-paced environment
• Customer-focused with a commitment to delivering a high standard of service

Interpersonal Skills:

• Ability to coach, mentor, and motivate a diverse team
• Conflict resolution and de-escalation skills
• Professional, calm, and empathetic demeanor
• Collaborative mindset and ability to work cross-functionally

Other Requirements:

• Flexibility to work in rotational shifts, weekends, and holidays as needed
• Familiarity with call center KPIs (e.g., AHT, FCR, CSAT, SLA) and how to drive results
• Ability to handle confidential information with integrity and professionalism