Call Center Supervisor

LP & Engineering

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Job Details

Manage a team of call center agents.

  • Be available to affect the entirety of the team’s operations.
  • Manage by walking around. Be visible to answer questions.
  • Take calls that your agents can’t handle and be available when an agent appears to need assistance.
  • Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.

 

Meet at least once each week with your team. 

At a minimum, review the following topics:

Review the past week’s events, including statistics, results and industry news.

  • Disseminate new product information to the agents.
  • Discuss a sales theme or point-of-interest topic for the agents.
  • Introduce new staff members.
  • Present commendations and awards.
  • Communicate company information.
  • Answer questions and comments.
  • Provide agents with a glimpse of future weeks.

 

Keep track of attendance, daily statistics,

  • Ensure administrative bookkeeping is accurate.
  • Create and maintain files on each agent as they relate to attendance, production, and reviews.
  • Present to the Project Manager at the conclusion of each week a breakdown of the past week’s monitoring checklists and a written performance summary of the team.

 

Present to the Project Manager at end of each week a breakdown of the next week’s monitoring assignments and a plan for the team.

  • Create a forecast describing the things each agent will be focused upon.
  • Create a detailed plan of the way in which you plan to impact your team’s day-by-day performance

Summary

Company

LP & Engineering

Job Level

Manager (Staff Supervisor/Head of Department)

Location

Akwa Ibom

Specialization

Customer Service

Job Type

Full-Time

Minimum Qualification

Degree

Preferred Years of Experience

3 - 5 years