Call Center Supervisor

Overview

Our client is a service-driven organization seeking an experienced Call Center Supervisor to lead a team responsible for delivering efficient, responsive, and high-quality customer support. The organization is committed to maintaining excellent service standards while continuously improving customer satisfaction.

• Supervise daily call center operations.
• Monitor team productivity and service quality metrics.
• Coach and develop Customer Service Representatives.
• Conduct regular performance reviews and feedback sessions.
• Handle escalated customer complaints and complex service issues.
• Ensure compliance with company policies and customer service procedures.
• Prepare operational reports and performance dashboards.
• Analyze call trends and recommend process improvements.
• Coordinate workforce scheduling to maintain service levels.
• Support recruitment, onboarding, and training of new team members.
• Foster a positive and collaborative team environment.

• Bachelor’s degree in Business Administration or a related discipline.
• 5+ years of customer service experience, including supervisory responsibilities.
• Experience managing call center operations.
• Strong leadership and coaching abilities.
• Excellent communication and conflict resolution skills.
• Experience with CRM and call center management systems.
• Strong analytical and reporting capabilities.
• Fluency in English is required.