
Team Lead in a Call Center Setting
4 days ago
Call Center Supervisor Job Description
The ideal candidate should possess strong leadership skills and excellent communication abilities to effectively supervise a team of call center executives.
About the Position
This one-year contract position requires a highly skilled professional to lead a team of call center executives and ensure high-quality service delivery.
Key Responsibilities
- Lead a team of call center executives and provide guidance, coaching, and feedback.
- Ensure quality, accuracy, and adherence to organizational policies during call evaluations.
- Analyze team performance metrics, including call volume, resolution, and customer satisfaction.
- Create and manage schedules to ensure adequate staffing and minimize downtime.
- Conduct regular quality assurance checks to ensure executives meet organizational standards.
- Prepare and analyze reports to track team performance and make data-driven decisions.
- Communicate effectively with stakeholders and maintain a positive working relationship.
Essential Requirements
- Bachelor's degree in Business Administration or Mass Communication from a recognized university.
- Minimum 2 years of experience working in call centers.
- Excellent oral communication skills in multiple local languages.
- Basic computer certificate (3 months) is preferred.
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