Call Center Supervisor

Supervise and manage the daily performance of the Call Center team.

Monitor calls to ensure quality standards, approved procedures, communication guidelines, and company policies are followed.

Ensure the team handles a high volume of inbound and outbound calls efficiently and within the required service levels.

Ensure the achievement of assigned team qualitative and quantitative targets.

Ensure compliance with COPC standards, quality requirements, and company procedures.

Track team KPIs, attendance, productivity, service levels, and overall performance.

Provide regular coaching, feedback, guidance, and support to improve individual and team performance.

Handle escalated customer complaints and high level cases professionally and ensure timely resolution.

Prepare periodic performance reports and share relevant updates and key insights with management.

Ensure proper adherence to work schedules, shifts, attendance policies, and staffing requirements.

Identify performance gaps and implement appropriate corrective action plans.

Motivate and support the team while maintaining a positive, collaborative, and productive work environment.

Coordinate with other departments to ensure the efficient and timely resolution of customer issues.

Ensure accurate documentation and updating of customer interactions, complaints, and follow-up actions in the Call Center system.

Attend all meetings, training sessions, and other company activities scheduled by the company.

Conduct interviews and participate in the selection process for Call Center candidates.

Identify opportunities for process improvement and recommend initiatives to enhance customer satisfaction, operational efficiency, and team productivity..

Bachelor’s degree.

Minimum 2 years of relevant experience as a Senior Call Center Representative or Team Leader.

Strong leadership and team management skills.

Excellent communication and problem-solving skills.

Good knowledge of KPIs and performance management.

Good knowledge of Microsoft Office, especially Excel.

Flexibility to work rotational shifts.