Call Center Manager

Job Title: Team Leader / Supervisor Call Center Operations

Job Summary:
We are seeking an experienced and motivated Call Center Team Leader / Supervisor to oversee daily operations and manage a team of customer service representatives. The ideal candidate will possess strong leadership skills excellent English communication abilities and a proven track record of coaching training and developing team members. This role requires a proactive problem solver who understands call center performance metrics and can drive team performance through KPI management and effective leadership.

Key Responsibilities:

• Lead supervise and support a team of 8 or more call center representatives to ensure high levels of performance and customer satisfaction.

• Monitor daily team activities including call handling productivity and service quality.

• Track analyze and report on Key Performance Indicators (KPIs) and scorecards to ensure team goals and company standards are consistently met.

• Provide ongoing coaching mentoring and training to team members to improve performance and professional development.

• Identify operational challenges and implement effective problem-solving strategies to improve workflow and team productivity.

• Conduct regular performance reviews feedback sessions and one-on-one meetings with team members.

• Ensure adherence to company policies call center procedures and customer service standards.

• Use Google Workspace (Google Docs Sheets Slides) or Microsoft Office (Excel Word PowerPoint) to maintain reports track metrics and communicate team performance.

• Collaborate with management and other departments to implement improvements in processes and service delivery.

• Assist with onboarding and training of new employees.

Required Qualifications:

• Excellent English communication skills (both written and verbal).

• Proven experience managing or supervising a team of 8 or more employees.

• Strong problem-solving and decision-making abilities.

• Proficiency in Google Workspace or Microsoft Office tools.

• Solid understanding of call center KPIs performance metrics and scorecards.

• Demonstrated experience training coaching and leading team members.

Preferred Skills:

• Strong leadership and interpersonal skills.

• Ability to motivate and develop high-performing teams.

• Strong organizational and time management skills.

• Experience working in a fast-paced call center environment.