
Customer Service Supervisor
2 days ago
Job Description: Call Center Team Lead
Duties & Responsibilities- Forecast call volumes and adjust staffing levels accordingly.
- Configure the call distribution system to ensure even call allocation among customer service representatives.
- Monitor team productivity, generate reports, and make necessary adjustments.
- Review data to monitor hold times, employee performance, and adherence to company policies.
- Answer customer inquiries, resolve complaints, and recommend corrective services.
- Improve team processes by studying and standardizing procedures.
- Maintain a harmonious work environment and resolve conflicts.
- Compile work volume statistics and maintain customer service request records.
Manage subordinates, overseeing overall direction, coordination, planning, assigning, and directing work.
Requirements- Qualifications: MBA, MPA, M.A English or equivalent Masters degree.
- Experience: One year minimum outbound call center experience as a Team Lead from a well-reputed organization.
- Skills:
- Linguistic Ability: Read, analyze, and interpret general business publications.
- Communication: Write reports, business letters, and procedure manuals.
- Presentation: Present information effectively to various audiences.
- Mathematical Aptitude: Apply advanced mathematical concepts to tasks like frequency distribution and variance analysis.
- Critical Thinking: Solve problems and manage diverse variables in complex situations.
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