*i. Job summary*:
the supervisor is responsible for managing, motivating, and coordinating the account's activities to reach the objectives and service levels defined by the account. Ensuring that calls are handled professionally.
*requirements and qualifications*
- 3 to 6 months tenure. (proven significant previous experience will be considered in case of not complying with the tenure).
- minimum of 3-5 years of experience in a call center environment, with at least 2 years in a supervisory or managerial role preferably.
- strong analytical and problem-solving skills, with the ability to make data-driven decisions quickly.
- excellent communication skills, both written and verbal, with the ability to convey complex information clearly and concisely.
- detail-oriented with the ability to multitask effectively in a fast-paced environment.
- knowledge of call center operations, including key performance indicators (kpis) and service level agreements (slas)
- flexibility to work shifts, including evenings, weekends, and holidays, as needed.
- strong teamwork and interpersonal skills to collaborate effectively with cross-functional teams.
- familiarity with call center technology including automated call distribution (acd) systems, interactive voice response (ivr) systems, and crm software.middle to advance excel knowledge.
*duties and responsibilities*
- supervise and lead a team of call center agents, ensuring that they meet performance standards and adhere to company policies.
- conduct regular performance evaluations, provide constructive feedback, and develop improvement plans for underperforming agents.
- facilitate continuous training and development programs to enhance agent skills and knowledge.
- monitor call center operations to ensure efficiency and effectiveness in handling customer inquiries and complaints.
- ensure compliance with company policies, procedures, and quality standards.
- track and analyze key performance indicators (kpis) such as call handling time, customer satisfaction scores, and first-call resolution rates.
- prepare and present detailed performance reports to senior management.
- address escalated customer issues and ensure prompt resolution to maintain customer satisfaction.
- develop and implement customer service policies to enhance the customer experience.
- identify operational inefficiencies and recommend improvements to enhance productivity.
- collaborate with other departments to streamline processes and improve service delivery.
- ensure that the call center employees comply with all relevant regulations and industry standards.
- maintain accurate records of call center activities and employee performance.