Call Center Supervisor

Job Description

• Reporting to the Operations/Service Delivery Manager.
• The Supervisor has the key responsibility of managing all the coordinators and ensuring that all
• Assignments are assigned and delivered in a timely manner to ensure a 100% fill rate.
• Supervise all the coordinators to ensure smooth operations of the team and meet all internal and external goals and deadlines.
• Responsible for coordinating all data collection, analysis, and publishing results across the department and leadership team.
• Response, as appropriate, in writing to inquiries, complaints, or problems, and, with supervisory support, makes necessary adjustments to ensure appropriate service provision.
• Working closely with the WFM team to Manage the schedule Vs achieved and apply the necessary actions to the schedule to guarantee 95 % fulfillment and adherence to the schedule.

Job Requirements

• Bachelor’s degree.
• Must have at least 2 years of experience as a team leader / Supervisor in a call center customer service
• Knowledge of issues and terminology of the interpreter profession.
• Ability in coordinating and prioritizing the work activities of self and others.
• Knowledge of supervisory practices and principles.
• High proficiency in English language, vocabulary, and written and verbal communication.
• Establishing and maintaining effective working relationships.