Call Center Supervisor 14N25

The Call Center Supervisor 14N25 plays a critical role in overseeing the operations and productivity of a call center. This position requires a leader who can inspire and guide a team of customer service representatives to deliver exceptional service. As a Call Center Supervisor, you will be responsible for managing the daily activities within the call center, setting objectives, analyzing key performance metrics, and ensuring high levels of customer satisfaction. You will also be tasked with implementing training and development programs to enhance the skills of your team members, ensuring adherence to company policies, and driving continuous process improvements. This role demands strong problem-solving abilities, excellent communication skills, and the capability to work under pressure in a fast-paced environment.

Responsibilities

• Oversee daily operations and ensure call center productivity meets company standards.
• Monitor and evaluate the performance of call center representatives consistently.
• Provide coaching, training, and feedback to enhance staff performance and development.
• Implement strategies to improve call quality and customer satisfaction rates.
• Analyze call center data and prepare reports on trends and performance metrics.
• Develop and enforce policies to ensure compliance with industry regulations.
• Facilitate resolution of customer issues escalated from team members efficiently.
• Manage scheduling to ensure adequate staffing levels during peak hours.
• Serve as a point of contact between the call center and upper management.
• Lead team meetings to communicate objectives and recognize achievements.
• Identify areas for process improvement and implement appropriate initiatives.
• Maintain detailed records of customer interactions and follow up on pending inquiries.

Requirements

• Bachelor’s degree in business administration or a related field preferred.
• Minimum of 2-3 years of experience in a call center supervisory role.
• Strong leadership and team management skills with proven expertise.
• Excellent communication, interpersonal, and conflict resolution abilities.
• Ability to analyze data and trends to drive performance improvements.
• Proficient with call center equipment, software, and performance metrics systems.
• Ability to work in a fast-paced, high-pressure environment with minimal supervision.