A Call Center Supervisor's job entails organizing and directing the daily activities concerned to the call center operation. The main responsibility of a call center supervisor is to mange, train, and guide call center agents to execute their tasks. By resolving problems and complaints, a supervisor supports the team. The supervisor monitor agents and calculate call center performance and analyze reports. They prepare and develop schedules to control adequate staffing levels. DUTIES AND RESPONSIBILITIES Managing and directing the daily activities of call center agents and telephone operators. Supervising, planning, and managing functions concerned to Call Center environment. Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing of all agents and operators. Acting as an information source and answering operator or agents questions, assigning tasks, following up and resolving customer complaints and questions. Ensuring that the team members aquire the appropriate support and training to apply the best skills and knowledge on the job. Carrying out performance measurement, monitoring, and evaluation of all agents and operators to improve the efficiency. Compiling and maintaining lists of on-call and key schedules and personnel, and ensuring that the operators can use all lists as required. Updating databases, organizing activities related to maintenance and repair of equipments, ordering supplies and materials. Preparing and directing schedules, monitoring attendance of operators, scheduling breaks and shifts as necessary. Communicating solutions, successes, and opportunities to the Manager of customer service. Practicing and ensuring compliance with that of all the organization's policies and procedures. SKILLS AND SPECIFICATIONS Ability to inspire and support people. Good people and interpersonal skills to build effective relationships with all levels of professionals. Ability to plan well and prioritize work. Maintain calmness under tight pressure. Good decision-making, IT, and communication skills.
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