Call Center Supervisor

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Tiara Group is seeking a motivated and experienced Call Center Supervisor to lead and support our team of customer service representatives. As a Call Center Supervisor, you will play a crucial role in ensuring excellent customer service, achieving operational efficiency, and fostering a positive and productive work environment. You will be responsible for overseeing the daily activities of our call center agents, monitoring their performance, and providing coaching and guidance to help them succeed.

Responsibilities:

* Team Leadership and Management:

* Supervise and motivate a team of call center agents to meet and exceed performance targets.

* Monitor agent attendance, adherence to schedules, and overall productivity.

* Conduct regular team meetings to communicate updates, share best practices, and address concerns.

* Foster a positive and collaborative team environment.

* Performance Monitoring and Coaching:

* Monitor agent performance through call recordings, live monitoring, and performance reports.

* Provide constructive feedback, coaching, and training to improve agent skills and knowledge.

* Conduct performance evaluations and identify areas for individual and team development.

* Implement performance improvement plans when necessary.

* Ensure that agents provide exceptional customer service in every interaction.

* Handle escalated customer issues and resolve them efficiently and effectively.

* Monitor customer satisfaction levels and implement strategies to enhance the customer experience.

* Ensure adherence to customer service standards and company policies.

* Operational Efficiency:

* Monitor call volumes, response times, and other key performance indicators (KPIs) to ensure efficient operations.

* Identify and implement process improvements to enhance efficiency and effectiveness.

* Ensure agents have the necessary resources and tools to perform their duties effectively.

* Assist with scheduling and workforce management to ensure adequate coverage.

* Training and Onboarding:

* Participate in the recruitment and onboarding process for new call center agents.

* Conduct initial and ongoing training on company products, services, policies, and procedures.

* Provide continuous support and guidance to new team members.

* Reporting and Analysis:

* Prepare regular reports on team performance, customer feedback, and operational metrics.

* Analyze data to identify trends, areas for improvement, and potential challenges.

* Provide insights and recommendations to management based on data analysis.

* Compliance and Quality Assurance:

* Ensure agents comply with all company policies, procedures, and regulatory requirements.

* Participate in quality assurance initiatives to maintain high standards of service.

* Stay updated on industry best practices and implement relevant changes.

Qualifications:

* Proven experience as a Call Center Supervisor or in a leadership role within a customer service environment.

* Strong understanding of call center operations, metrics, and best practices.

* Excellent communication, interpersonal, and leadership skills.

* Ability to motivate and coach team members to achieve performance goals.

* Strong problem-solving and decision-making abilities.

* Excellent organizational and time management skills.

* Proficiency in relevant call center software and technology.

* Strong customer focus and a passion for delivering exceptional service.

* Ability to work under pressure and adapt to changing priorities.

Skills:

* Coaching and Mentoring

* Performance Management

* Customer Service

* Problem-Solving

* Communication (verbal and written)

* Interpersonal Skills

* Time Management

* Organization

* Data Analysis

* Call Center Operations

* Competitive salary and benefits package.

* Opportunities for professional development and growth.

* A supportive and collaborative work environment.

* The chance to make a significant impact on customer satisfaction and team performance.

• Seniority levelMid-Senior level

• Employment typeFull-time
• IndustriesHospitality

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