Call Center Supervisor
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Position Overview
The Call Center Supervisor is responsible for leading a team of call center agents to ensure the delivery of exceptional customer service and efficient call handling. This role is central to maintaining service quality, driving team performance, and resolving customer escalations. The supervisor acts as both a team leader and a liaison between agents and senior management, ensuring organizational goals are met while fostering a supportive and productive work environment.
Key Responsibilities
- Monitor individual and team performance through call reviews, live monitoring, and performance metrics.
- Supervise daily operations and support agents in handling calls and resolving customer issues.
- Conduct regular coaching and feedback sessions to enhance agent performance and development.
- Lead daily team briefings to share updates on products, policies, and company news.
- Ensure adherence to service quality standards and customer satisfaction targets.
- Address escalated customer concerns with professionalism and efficiency.
- Oversee attendance tracking and adherence to shift schedules.
- Assist in onboarding, training, and evaluating new team members.
- Collaborate with management to report progress, trends, and areas for improvement.
Key Skills
- Excellent communication and interpersonal skills.
- Proficient in call center tools and customer relationship management (CRM) systems.
- Analytical mindset with problem-solving and decision-making capabilities.
- Commitment to customer service excellence and continuous improvement.
Requirements
Required Qualifications & Experience
- HND or Bachelor's degree in Communications, Business Administration, or a related field.
- Professional certifications in Customer Service or Contact Center Management (preferred).
- Proficiency in Microsoft Office Suite and CRM/workforce management tools (e.g., Salesforce, Zendesk, NICE).
- 2–3 years of experience in a call center environment.
- At least 1–2 years in a supervisory or team leadership role.
- Demonstrated success in coaching, quality assurance, and service delivery.
- Experience in agent training, onboarding, and performance reporting.
Benefits
What We Offer
- A dynamic and purpose-driven work environment.
- Opportunity to contribute directly to strategic outcomes.
- Professional development and growth within a forward-thinking organisation.
- Competitive salary package and benefits.