Call Center Supervisor
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Key skills for this role
About the Role
We are seeking a results-driven Call Center Supervisor with strong leadership and operational expertise to manage daily call center operations. The ideal candidate will have minimum 3 years supervisory experience and hands-on TrackCare system experience, ensuring high-quality service delivery and efficiency.
Key Skills for This Role
Full Job Posting
Overview
We are seeking a
Results-Driven Call Center Supervisor
- with strong leadership and operational expertise to manage daily call center operations.
- The ideal candidate will have
- minimum 3 years supervisory experience
- and
- hands-on TrackCare system experience
- , ensuring high-quality service delivery and efficiency.
- ✅ Key Responsibilities
- Monitor KPIs (abandonment rate, calls waiting, AHT, adherence, occupancy)
- Reduce abandoned calls and no-show rates
- Support inbound/outbound calls during high-volume periods
- Handle escalations and customer complaints
- Identify operational gaps and drive continuous improvement
- Prepare monthly and annual performance reports
- Keep management informed of risks and challenges
👥 Leadership & Team Management
- Train, coach, and supervise call center ambassadors
- Provide ongoing feedback, coaching, and corrective actions
- Ensure compliance with policies, attendance, and performance standards
- Motivate teams and promote engagement and productivity
- Collaborate with supervisors and management to enhance customer satisfaction
🎓 Education & Experience
- Bachelor’s Degree
- **Minimum 3 years’ experience as a Call Center Supervisor**
- **Mandatory TrackCare system experience**
Skills & Competencies
- Strong leadership and people-management skills
- Excellent communication & problem-solving abilities
- Professional, organized, and adaptable in fast-paced environments
- Proficient in call center systems (TrackCare)
- Bilingual skills preferred
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