Call Center Supervisor

Web Jeevan is seeking a dedicated and experienced Call Center Supervisor to lead our customer service team. In this role, you will oversee daily operations, ensure high-quality service, and drive team performance to meet organizational goals. With a focus on fostering a positive work environment, you’ll manage staff, monitor calls, and implement strategies to enhance customer satisfaction. Join our dynamic team to make a significant impact in delivering exceptional customer experiences. This position offers opportunities for growth and leadership within a supportive and innovative company culture at Web Jeevan.

Roles and Responsibilities

• Team Management: Supervise, train, and motivate a team of customer service agents to achieve performance targets and maintain high morale.
• Performance Monitoring: Regularly monitor calls, emails, and other customer interactions to ensure adherence to quality standards and company policies.
• Process Improvement: Identify opportunities to enhance call center processes, implement new strategies, and streamline workflows to improve efficiency.
• Customer Satisfaction: Address escalated customer issues promptly, ensuring resolutions align with Web Jeevan’s commitment to exceptional service.
• Reporting and Analytics: Generate and analyze performance reports, track key performance indicators (KPIs), and provide actionable insights to management.
• Training and Development: Conduct regular training sessions to enhance team skills in communication, problem-solving, and product knowledge.
• Schedule Management: Create and manage staff schedules to ensure adequate coverage during peak hours while optimizing resources.
• Policy Adherence: Ensure compliance with company policies, industry regulations, and data protection standards in all operations.
• Collaboration: Work closely with other departments, such as HR and IT, to resolve issues and implement system upgrades or new tools.
• Conflict Resolution: Handle internal team conflicts professionally, fostering a collaborative and respectful work environment.

Qualifications and Skills

• Leadership Experience: At least 6 months of supervisory experience in a call center or customer service environment.
• Communication Skills: Excellent verbal and written communication skills to interact with team members and customers effectively.
• Problem-Solving: Strong analytical skills to address customer issues and optimize team performance.
• Technical Proficiency: Familiarity with call center software, CRM systems, and Microsoft Office Suite.
• Team Player: Ability to foster a positive team culture and collaborate across departments.
• Education: A bachelor’s degree in business administration, management, or a related field is preferred but not mandatory.

Job Type

Full-time

Experience

A minimum duration of 6 months of supervisory experience is mandatory.

Written by Web Jeevan

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