Job Details

Job Summary:

We are seeking a proactive and experienced Call Center Supervisor to oversee the daily operations of our call center team. The ideal candidate will be responsible for managing a team of customer service representatives, ensuring service quality, achieving performance targets, and fostering a positive work environment. This role requires strong leadership, communication skills, and a customer-first mindset.

Key Responsibilities:

• Team Supervision
  Manage and support a team of call center agents, ensuring they meet performance and productivity goals
  Provide coaching, training, and performance evaluations to encourage growth and success

• Operational Oversight
  Monitor call volume, queue times, and agent activity to ensure efficient operations
  Ensure compliance with company policies, quality standards, and customer service protocols

• Performance Management
  Analyze call center metrics (e.g., average handling time, first call resolution, customer satisfaction)
  Identify trends and areas for improvement and implement action plans as needed

• Customer Support
  Handle escalated customer issues professionally and promptly
  Ensure agents deliver high-quality service and maintain a positive customer experience

• Reporting & Documentation
  Prepare reports on team performance and call center KPIs
  Maintain records of coaching sessions, disciplinary actions, and attendance

• Collaboration & Communication
  Coordinate with other departments (e.g., IT, HR, Sales) to resolve issues and streamline processes
  Communicate updates, changes, and goals clearly to team members

Qualifications:

• High school diploma or equivalent required; associate or bachelor’s degree preferred
• 2–4 years of experience in a call center environment, with at least 1 year in a supervisory role

Preferred Skills:

• Strong leadership, conflict resolution, and interpersonal skills
• Excellent verbal and written communication abilities
• Proficiency with call center software, CRM systems, and phone systems
• Ability to multitask and manage priorities in a fast-paced environment
• Analytical mindset with a focus on performance metrics and process improvement

Why Join Us:

• Lead a collaborative and motivated customer service team
• Competitive salary and performance-based incentives
• Opportunities for career advancement and professional development

Education:

• High school diploma or equivalent (required)
• Associate’s or Bachelor’s degree in Business Administration, Communications, or a related field (preferred)

Experience:

• 2–4 years of experience in a call center or customer service environment
• Minimum 1 year of supervisory or team lead experience
• Proven track record of meeting or exceeding service and performance goals

Technical Skills:

• Proficiency in call center systems and software (e.g., Zendesk, Five9, Genesys, Freshdesk, or similar platforms)
• Familiarity with CRM systems and ticketing tools
• Strong computer skills, including Microsoft Office Suite (Excel, Word, Outlook)

Core Competencies:

• Strong leadership and team management skills
• Excellent verbal and written communication abilities
• Problem-solving and conflict-resolution skills
• Ability to analyze performance metrics and implement improvements
• Customer-focused mindset with the ability to handle escalated issues professionally

Soft Skills:

• High level of emotional intelligence and patience
• Ability to stay calm and organized in high-pressure situations
• Detail-oriented with excellent time management skills
• Adaptable and able to thrive in a fast-paced, dynamic environment

Additional Requirements:

• Flexibility to work in shifts, weekends, or holidays as needed
• Ability to coach and motivate team members effectively
• Knowledge of call center KPIs such as AHT, FCR, CSAT, SLA, etc.
• Bilingual or multilingual skills are a plus (depending on the organization’s customer base)