Success Supervisor Call Centre
Success Supervisor Call Centre
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Salary Not Disclosed
1 Vacancy
Job Description
Role Overview: This role focuses on handson engagement with agents throughout their shifts offering realtime guidance solving problems and driving operational success.
- Business / People Management Degree advantageous.
- Proven experience managing and mentoring teams in highpressure environments.
- 5 years of supervisory experience in a Call Centre or customer service environment.
- Familiarity with Call Centrespecific technologies including telephony systems and CRMs.
- Strong ability to read analyze and present KPI reports using Microsoft Excel and BI tools.
- Handson expertise in managing workforce optimization to ensure task alignment with performance goals.
- Proficiency in creating and executing performance improvement strategies based on daily data analysis.
- Knowledge of emerging Call Centre technology trends that enhance agent and customer outcomes.
- Supervise Call Centre agents throughout their day actively guiding mentoring and assisting them.
- Monitor and analyze daily performance metrics taking corrective actions when necessary.
- Provide immediate feedback and coaching to agents to improve efficiency and effectiveness.
- Act as the first escalation point for issues and ensure timely problem resolution.
- Maintain clear communication with agents regarding changes updates or directives.
- Collaborate closely with QA and Coaching Coordinators to develop personalized training and action plans for underperforming agents.
- Create and maintain a collaborative motivated and supportive team culture.
- Ensure adherence to operational policies and procedures identifying and escalating any breaches.
- Partner with administrative teams to ensure workload is distributed equitably across the Call Centre.
Required Experience:
Manager
Employment Type
Full-Time
