Call Center Supervisor
Job Description
Team Leadership & Management:
• Lead, motivate, and develop a team of call center agents, providing guidance and support to help them achieve KPIs.
• Conduct regular performance reviews, offering constructive feedback and identifying areas for improvement.
• Organize and implement team meetings, performance check-ins, and coaching sessions to drive continuous improvement.
Performance Monitoring & Reporting:
• Monitor real-time performance, including adherence to schedules, average handle time (AHT), service levels, and call abandonment rates.
• Prepare and present daily, weekly, and monthly performance reports, identifying trends, issues, and areas for improvement.
• Implement action plans to improve underperforming areas and ensure the team meets or exceeds KPIs.
Customer Service Excellence:
• Ensure that the team delivers excellent customer service by monitoring customer interactions and ensuring issues are resolved on the first call (First Call Resolution).
• Handle customer escalations promptly and professionally, ensuring that all issues are addressed to the customer’s satisfaction.
Sales & Upsell Management:
• Support and coach agents in achieving cross-sell and upsell goals.
• Monitor and drive sales targets by encouraging agents to identify opportunities for additional products and services during customer interactions.
• Implement strategies to boost sales performance and maintain high-quality service.
Quality Assurance (QA):
• Ensure that the team adheres to company scripts, compliance standards, and call-handling protocols to meet QA score targets.
• Conduct regular quality audits, provide feedback to agents, and create action plans to address any gaps in performance.
• Ensure compliance with industry regulations and internal policies.
Training & Development:
• Provide ongoing training and development opportunities for agents to improve skills and knowledge.
• Develop training materials, conduct onboarding for new hires, and support team members in achieving professional growth.
• Coach agents on best practices for handling calls, improving sales, and managing customer relationships.
Claims Follow-up & Resolution:
• Ensure that the team follows up on claims in a timely manner, meeting the set TAT (72 hours).
• Ensure that claims are accurately logged, processed, and updated, and customers are kept informed.
Team Morale & Engagement:
• Foster a positive work environment by encouraging team collaboration and recognizing outstanding performance.
• Address team concerns and ensure that agents feel supported and engaged in their work.
Operational Efficiency:
• Manage staffing levels to ensure the call center is properly staffed to meet service levels during peak and off-peak hours.
• Monitor and improve processes to enhance team efficiency and productivity.
Job Requirements
• Bachelor’s degree, certified of customer service-related and Diploma in Business, Management, or related field preferred.
• Advanced in Microsoft excel, power point and outlook.
SUCCESS FACTORS REQUIREMENTS FOR THIS ROLE
• Leadership Skills: Strong leadership ability to inspire, guide, and manage a team of agents.
• Communication Skills: Excellent verbal and written communication to provide clear instructions and feedback.
• Customer Service Expertise: Deep understanding of customer service best practices and ability to resolve customer issues effectively.
• Sales & Upsell Skills: Ability to coach and motivate agents to achieve cross-sell and upsell targets.
• Problem-Solving: Ability to think critically and resolve escalated customer issues swiftly and effectively.
• Analytical Skills: Ability to analyze performance data and implement solutions to improve team performance.
• Time Management: Ability to manage multiple tasks and responsibilities efficiently while leading a team.
• CRM & Call Center Software: Experience with call center technologies, CRM systems, and Microsoft Office.
Job Details
Supervisor
