Job Description

Are you a dynamic leader with a passion for customer service excellence and team development? We are seeking a talented Call Center Supervisor to lead our team of customer service representatives and ensure exceptional service delivery and customer satisfaction. If you thrive in a fast-paced environment and enjoy coaching, motivating, and empowering team members, this role offers an exciting opportunity for you to make a significant impact and drive operational excellence. Role and Responsibilities: Oversee day-to-day operations of the call center, including managing inbound/outbound call volume, monitoring service levels, and ensuring timely resolution of customer inquiries, issues, and escalations. Lead, coach, and mentor a team of customer service representatives, providing ongoing feedback, training, and development opportunities to enhance performance, productivity, and morale. Set performance goals, KPIs, and quality standards for the team, tracking metrics, analyzing trends, and implementing improvement initiatives to optimize performance and achieve targets. Monitor call queues and real-time metrics, making adjustments to staffing levels, schedules, and workflows as needed to maintain service levels and maximize efficiency. Conduct regular performance evaluations and one-on-one meetings with team members to assess progress, address challenges, and recognize achievements, fostering a culture of accountability, collaboration, and continuous improvement. Handle escalated customer issues and complex inquiries, demonstrating empathy, professionalism, and problem-solving skills to resolve issues and ensure customer satisfaction. Collaborate with cross-functional teams, including training, quality assurance, IT, and operations, to streamline processes, implement best practices, and drive operational excellence. Maintain up-to-date knowledge of products, services, policies, and procedures, providing accurate and timely information to team members and ensuring compliance with regulatory requirements and quality standards. Foster a positive and inclusive work environment, promoting open communication, mutual respect, and teamwork among team members.