We are looking for a competent Contact Center Supervisor.
The Supervisor will be leading a team of “Customer Experience Specialists” and will be responsible to assess their work, and provide them with guidance to maximize performance.
Brief of Responsibilities :
Assist in the formulation of targets for individuals and teams
Answer questions from staff and provide guidance and feedback
Anticipate escalation and take over calls when needed
Devise ways to optimize procedures and keep staff motivated
Measure performance with key metrics such as CSAT, AHT etc. and provide improvement actions
Ensure adherence to all work related policies
Prepare Daily, Weekly, monthly and annual results and performance reports
Requirements and skills:
At least 1 year experience Proven experience as Contact Center Supervisor or comparable supervisory role
Experience in customer service is essential
Excellent proficiency in English; knowledge of additional languages is a plus
Working knowledge of MS Office
Knowledge of performance evaluation procedures
Outstanding communication and negotiation abilities
A results-oriented approach
Excellent organizational and leadership skills
Ability to work under pressure
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