Description

We are looking for a motivated and experienced Call Center Supervisor to lead our customer service team and ensure smooth daily operations of the call center. The successful candidate will monitor performance, support team development, and maintain a high standard of customer satisfaction. This role is ideal for someone with strong leadership and communication skills in a fast-paced, service-driven environment.

Key Responsibilities:
Supervise and support a team of call center agents to ensure efficient handling of inbound and outbound calls
Monitor performance metrics such as call quality, response time, and customer satisfaction
Train, coach, and evaluate staff to improve skills and performance
Handle escalated customer inquiries and complaints
Ensure compliance with company policies, procedures, and service standards
Coordinate shift schedules and manage workforce planning
Provide regular reports on team performance and suggest improvements
Work closely with other departments to ensure service consistency
Identify areas for improvement in call scripts, workflows, or training materials
Motivate team members to meet and exceed performance targets

Qualifications:
High school diploma or bachelor’s degree in Business, Communications, or related field
Proven experience as a Call Center Supervisor or Team Leader
Strong knowledge of call center operations and performance metrics
Proficiency with call center systems and CRM tools
Excellent communication, interpersonal, and problem-solving skills
Ability to lead by example and manage under pressure
Flexible with work hours, including weekends or holidays if required
Fluent in English; additional languages are a plus

Working Conditions:
Office-based call center environment
Shift-based work schedule depending on operations
Fast-paced and performance-driven atmosphere