Supervisor Call Center

5 days ago


Lahore, Punjab, Pakistan Excel Solutions (Pvt.) Ltd. Full time
Role Overview:

The ideal candidate will lead the call center team, overseeing daily operations, and ensuring effective communication among agents.

Core Responsibilities:

  • Proactively addressing questions or concerns from team members, promoting collaboration and trust.
  • Maintaining visibility on the floor, providing hands-on leadership and support as needed.
  • Taking over calls agents are unable to handle, minimizing customer wait times.
  • Tracking real-time metrics, including queue activity, inbound calls, and abandonment rates.
  • Fostering a positive work environment through constructive feedback and encouragement.
Key Performance Indicators:
  • Effective leadership and communication among agents.
  • Minimized customer wait times and improved call handling efficiency.
  • Improved agent motivation and engagement through regular feedback and encouragement.
  • Enhanced team collaboration and productivity through proactive participation in activities.

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