Supervisor - Call Center
Job in
Clifton, Passaic County, New Jersey, 07015, USA
Listed on 2026-11-02
Listing for:
Ziauddin Hospital
Full Time
position Listed on 2026-11-02
Job specializations:
-
Customer Service/HelpDesk
Customer Success Management, Client Relationship Management -
Management
Client Relationship Management
Job Description & How to Apply Below
WORK EXPERIENCE
03 to 05 years of relevant experience
PROFESSIONAL QUALIFICATIONSNA
JOB SUMMARY:The Call Center Supervisor is responsible for overseeing the daily operations of the call center, ensuring high-quality service delivery, achieving performance targets, and maintaining a motivated and efficient team.
- Conduct regular performance evaluations and provide constructive feedback.
- Supervise, train, and support a team of call center agents to meet performance and quality standards.
- Monitor team performance through reports, call monitoring, and real-time observation.
- Handle escalated customer issues and ensure prompt resolution.
- Identify training needs and collaborate with training teams to enhance agent skills.
- Listen to recorded/live calls for quality monitoring and compliance.
- Analyze daily/weekly/monthly call center metrics.
- Provide trainings to improve hospital services knowledge and customer handling.
- Prepare performance and productivity reports.
- Resolve complex or escalated customer complaints in a timely and professional manner.
- Develop and maintain a monthly performance dashboard
- Timely completion of tasks assigned by Management
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