The Call Center Supervisor provides leadership, coaching, and technical support to a team of 10 call center agents. This role acts as a bridge between frontline staff and upper management, tracking team metrics, handling customer escalations, and maintaining a high-performance culture.

Core Responsibilities Team Management & Coaching :

Hire, onboard, and train new representatives while providing ongoing feedback and performance evaluations.

Performance Tracking :

Monitor key performance indicators (KPIs) like Average Handle Time (AHT), First Contact Resolution (FCR), and call abandonment rates.

Escalation Support :

Intervene and take over high-priority or complex customer calls when an agent cannot resolve the issue.

Compliance & Quality Assurance :

Conduct call monitoring and review recorded interactions to ensure agents adhere to workflows and quality guidelines.

Workforce Management :

Assist with shift scheduling, track employee attendance, and adjust resources to meet daily volumes.

Reporting :

Compile and analyze operational data to present monthly and annual performance trend reports to stakeholders.

Experience :

Minimum of 2-3 years in a customer service or call center environment, with at least 1 year in a team lead or supervisory capacity.

Education :

High school diploma or equivalent required; a Bachelor's degree in Business Administration or a related field is preferred.

Technical Savvy :

High proficiency with Call Center Infrastructure, Customer Relationship Management tools, and Microsoft Office Suite.

Communication :

Exceptional verbal communication, active listening, and conflict resolution skills.

Adaptability :

Proven ability to multitask, solve problems quickly, and remain calm under intense, fast-paced pressure.