Contact Center Supervisor

Call center supervisors help train and motivate call center representatives as they answer questions, handle complaints, and provide support for clients.

Responsibilities

We are searching for a dedicated, supportive call center supervisor who can coach and motivate call center representatives.

You should be analytical, supportive, and prepared to act as a resource to agents.

1. Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
2. Answering agent questions regarding best practices or difficult calls.
3. Identifying operational issues and suggesting possible improvements.
4. Working with other supervisors and management team members to support agents and maximize customer satisfaction.

Qualifications

1. Bachelors or Diploma, but more education, especially in management, is preferred.
2. Call center, customer service, or supervisory experience is required.
3. Proficiency with technology, especially computers, software applications, and phone systems.
4. Excellent problem-solving, leadership, and customer service skills.
5. Ability to remain calm and courteous under pressure and tense situations, especially during busy hours.