Job Description
Assist in the formulation of targets for individuals and teams
Hire and onboard new employees
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 call abandonment, calls waiting etc.
Ensure adherence to policies for attendance, established procedures etc.
Keep management informed on issues and problems
Prepare monthly/annual results and performance reports
Job Requirements
Proven experience as call center supervisor or similar supervisory position
Experience in customer service is essential
Proficient in English; Good knowledge of additional languages will be a definite plus
Working knowledge of MS Office
Tech savvy with knowledge of telephone equipment and relevant computer programs
Knowledge of performance evaluation procedures
Outstanding communication and negotiation abilities
A results-oriented approach
Excellent organizational and leadership skills
Ability to work under pressure
High school diploma
