Call Center Supervisor

ROLE DESCRIPTION


Organizes and directs the day-to-day activities related to the operation of the Call Center.
Responsible for managing, training & guiding call center agents in performing their duties.
Provides support, reports & resolves problems and complaints.
Monitors agents & contact center performance and analyzes reports.
Helps developing schedules to ensure adequate staffing levels.


KEY RESPONSIBILITIES


Supervises, plans and manages functions related to Call Center work area.
Oversees and directs the day-to-day activities of telephone operators and call center agents.
Answering agent questions regarding best practices or difficult calls.
Acts as a source of information and answers operator/agents questions, assigns tasks, follows up and gives instructions as necessary.
Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
Carries out supervision, coaching, call monitoring, training, reviewing and disciplining of all operators/agents.
Attends, follows up & resolves customer complaints. Carries out performance monitoring, measurement and evaluation of all operators/agents to improve efficiency.
Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job
Compiles and maintains lists of key and on-call schedules & personnel, and ensures all lists are available to operators for use as required.
Prepares and directs scheduling, monitors operators' attendance, schedules shifts & breaks as necessary
Performs other similar or related duties, as assigned, such as updating databases, coordinating activities related to repair and maintenance of equipment, ordering materials and supplies, etc
Preparing reports and analyzing data to assist management as they determine call center goals.
Ensuring agents understand and comply with all call center objectives, performance standards, and policies


COMPETENCIES AND KEY REQUIREMENTS


Excellent communication, leadership and interpersonal skills.
Excellent command of English
Good knowledge of commonly used word processing, spreadsheet, and database software packages
Excellent customer service and problem resolution skill
Ability to effectively and professionally communicate with persons Of all background.
Experience in and the ability to efficiently manage multiple telephone lines.


MINIMUM EDUCATION AND WORK EXPERIENCE


Bachelor's degree in Business Administration or related field
Five years customer service experience with at least three years experience leading teams (Call Center environment preferred).