Assistant Call Center Supervisor
Job Purpose
To assist the Call Center Supervisor in managing daily operations, monitoring agents’ performance, and ensuring quality customer service. The Assistant Supervisor supports the team to achieve call center KPIs and provides coaching, feedback, and operational support to staff members.
Job Description
Operational Support
- Assist in supervising day-to-day call center activities to ensure smooth workflow.
- Monitor calls, chat and comments to maintain service quality.
- Support in handling escalated or complex customer issues.
- Handle and forward Round-Trip lists received from customers to the respective departments accurately and on time.
- Support the Supervisor in preparing operational reports and updates.
Performance Monitoring
- Track agents’ attendance, punctuality, and adherence to policies.
- Observe call handling and provide feedback for improvement.
- Assist in evaluating staff performance based on KPIs such as AHT, FCR, and customer satisfaction.
- Report any performance or behavioral issues to the Supervisor promptly.
Coaching & Training
- Provide guidance and on-the-job training for new call center agents.
- Provides performance coaching in accordance with daily call QA review findings.
Sales Support (Cross-sell & upsell):
- Identify opportunities for cross-selling and upselling during customer interactions.
- Promote products and services effectively, driving sales growth.
- Achieve sales targets for cross-sell and upsell.
Claims Follow-up & Resolution:
- Ensure timely follow-up on insurance claims, ensuring all claims are processed efficiently and within the specified TAT.
- Provide customers with clear updates on claim status and guide them through the process.
Team Leadership & Mentoring:
- Mentor and train junior associates, helping them improve their skills and achieve KPIs.
- Provide ongoing support to team members, including assisting with difficult customer situations and complex queries.
- Share knowledge and best practices with new and existing agents.
Job Requirements
- Bachelor’s degree in any graduate
- Minimum 3 years of experience in a call center environment.
- Previous experience as a Senior Agent or Team Leader is an advantage.
- Proficient in MS Office and familiar with call center systems/software.
- Able to work in shifts and handle high-pressure situations
Job Details
Job Grade
Assistant Supervisor
Department
Customer Experience and Marketing
Function
Customer Experience
Location
Head Office, Yangon
