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Job Descrption

Job Purpose:

The Call Centre Supervisor will be responsible for managing and overseeing the daily operations of the call centre team. This includes monitoring performance, coaching, and providing support to ensure the team meets or exceeds performance targets and delivers excellent customer service.

Supervise Call Centre Agents:
Provide leadership and guidance to the call centre team.
Monitor agent performance and provide coaching and feedback to improve performance.
Handle escalated calls and resolve customer complaints as needed.

Ensure Quality Service:
Monitor calls to ensure quality standards are met.
Conduct regular quality assurance assessments and provide feedback to agents.
Identify areas for improvement and implement training programs as needed.

Manage Team Performance:
Set performance targets and KPIs for the team.
Track and analyze team performance data to identify trends and areas for improvement.
Develop action plans to address performance issues and improve... results.

Provide Training and Development:
Develop and deliver training programs for new and existing call centre agents.
Keep the team updated on product knowledge, customer service skills, and call centre procedures.
Mentor and coach agents to help them reach their full potential.

Handle Administrative Tasks:
Prepare and maintain call centre reports and documentation.
Manage scheduling, including shift assignments and time-off requests.
Assist with other administrative tasks as needed.

Qualifications and Experience:
Previous experience in a call centre environment, with at least 2 years in a supervisory role.
Excellent communication and interpersonal skills.
Strong leadership and coaching abilities.
Ability to multitask and prioritize in a fast-paced environment.
Proficiency in Microsoft Office and call centre software.
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