Duties & Responsibilities
- Supervise a team of customer service representatives, providing coaching and support to ensure that they meet and exceed performance targets
- Monitor and manage call KPIs such as average ticket handling time, customer satisfaction, abandonment rate, and service level
- Conduct performance reviews, provide feedback and training, and take disciplinary action as necessary
- Develop and implement policies and procedures to ensure consistent and efficient operations
- Handle escalated customer complaints and provide effective resolution
- Monitor and ensure compliance with all relevant regulations and guidelines
- Ensure that all team members receive adequate training on products, services, and processes
- Foster a positive and collaborative team environment, promoting open communication and teamwork
- Proven experience as a call center supervisor or similar role
- Excellent communication and leadership skills
- Experience in managing a team of customer service representatives
- Strong knowledge of call center metrics and KPIs
- Ability to analyze data and use it to make informed decisions
- Familiarity with call center software and technology
- Flexibility to work various shifts as needed
- Ability to handle high-pressure situations and work well under tight deadlines
- Bachelors degree in business or a related field is preferred but not required
