Call Center Supervisor
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Key skills for this role
About the Role
Supervise contact center agents, ensure compliance, manage performance metrics, and foster team development while addressing customer escalations and improving processes.
Key Skills for This Role
Full Job Posting
Overview
- Ensure compliance with all company policies, procedures, and regulatory requirements.
- Supervise daily activities of contact center agents to ensure high-quality service delivery.
- Monitor team performance against KPIs.
- Conduct regular coaching, feedback sessions, and performance reviews.
- Address escalated customer issues and ensure resolution in a timely and professional manner.
- Support workforce management by overseeing schedules, adherence, and real-time monitoring.
- Collaborate with QA and Training teams to identify skills gaps and coordinate upskilling initiatives.
- Prepare performance reports and provide insights to management for continuous improvement.
- Foster a positive team environment that encourages accountability, motivation, and professional development
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