The purpose of the Call Centre Supervisor role is to lead and supervise a team of Call Centre Agents in delivering exceptional customer service within the FMCG industry. The Call Centre Supervisor is responsible for ensuring adherence to company policies and procedures, driving performance excellence, and maintaining high customer satisfaction levels.
Main Responsibilities
- Supervise and lead a team of call centre agents, providing guidance, coaching, and support to ensure excellent customer service delivery.
- Monitor and evaluate call centre performance metrics, such as call quality, average handling time, and customer satisfaction, and take appropriate actions to achieve performance targets.
- Handle escalated customer inquiries, complaints, and complex issues, ensuring timely resolution and customer satisfaction.
- Implement and enforce call centre policies, procedures, and standards to ensure consistent service delivery and adherence to quality assurance guidelines.
- Conduct regular performance evaluations, provide feedback, and identify training needs to enhance the skills and capabilities of Call Centre Agents.
- Collaborate with cross-functional teams, including sales, marketing, and operations, to address customer issues, share feedback, and contribute to the improvement of overall customer experience.
- Analyse call centre data and trends to identify areas for improvement, develop action plans, and implement process enhancements to optimise call centre operations.
- Stay updated on product knowledge, promotions, and industry trends to effectively assist customers and provide accurate information.
- Generate and analyse call centre reports to track performance, identify areas of improvement, and provide regular reports to management.
- Ensure compliance with data protection and confidentiality guidelines while handling customer information.
- Foster a positive and motivational work environment, promoting teamwork, open communication, and a customer-centric culture within the call centre team.
