Call Centre Supervisor

Responsibilities:

• Overseeing day-to-day operations of the call center
• Monitoring attendance and promptness
• Troubleshooting technical glitches or mishaps.
• Ensuring quiet hours and work etiquette is observed.
• Escalating all issues to the Manager
• Deescalating conflicts promptly.

General administrative/clerical tasks

• Manages and oversees a team of call center agents.
• Motivates and supports agents through feedback and communication.
• Measures KPI’s like inbound calls, call waiting and call abandonment.
• Assists with taking agents’ calls if they can’t handle the workload.
• Improves quality of results by recommending changes.
• Provide product/service information by answering questions and helping.
• Assist in onboarding new employees.
• Prepares monthly and annual performance reports.
• Creates targets and goals for improvement.
• Office Set up

Requirements:

• BA or BSc.
• At least a minimum of 5 years of working in customer service, a supervisory role, or a call center is required.
•  Experience with coaching, training, and motivating employees is required.
• Tech-savvy with knowledge of relevant computer programs and telephone equipment
• Ability to remain calm and respectful under pressure.
• Exceptional customer service expertise
• Proficiency with the English language
• Strong verbal and written communication skills
• Organizational skills and attention to detail
• Familiarity with quality assurance and data analysis software
• Excellent negotiation and problem-solving skills
• Ability to work under pressure and multitask effectively.
• Good interpersonal Skills.
• Persuasive