Job brief

To effectively build call center culture, the supervisor is responsible for “on-the-floor” activities, and must be available to assist agents while they are “on-the-floor.”

Responsibilities

·         Manage a team of call center agents.

·         Be available to affect the entirety of the team’s operations.

·         Meet with human resources to review staffing levels and employee issues.

·         Manage by walking around. Be visible to answer questions.

·         Take calls that his/her agents can’t handle and be available when an agent appears to need assistance.

·         Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.

·         Motivate and encourage agents through positive communication and feedback

·         Responsible for outbound campaign management

·         Meet with MIS to review computer hardware, software and database issues.

Requirements

·         Proven experience as call center supervisor or similar supervisory position

·         Experience in customer service is essential

·         Proficient in English; Good knowledge of additional languages will be a definite plus

·         Working knowledge of MS Office

·         Tech savvy with knowledge of call center equipment and relevant computer programs

·         Knowledge of performance evaluation procedures

·         Outstanding communication and negotiation abilities

·         A results-oriented approach

·         Excellent organizational and leadership skills

·         Ability to work under pressure

·         Master Degree holder [Preferable] Bachelor Degree holder [At least 02 years of Team lead level experience]