We are seeking a Call Center Supervisor who will be responsible for leading a team of customer service agents to achieve exceptional performance and customer satisfaction. This role requires a strong emphasis on team development, operational efficiency, and quality assurance within our call center operations. The ideal candidate will have extensive knowledge of inbound, outbound, and tele sales services and will demonstrate outstanding leadership skills to drive team performance and engagement. Additionally, the supervisor will monitor daily activities, manage key performance indicators (KPIs), and implement improvements to enhance overall service quality.
Your Responsibilities:
- Drive team performance and customer engagement through expert leadership and staff
development. - Possess adequate knowledge about each service or terms of call center operations,
including inbound, outbound, and tele sales services. - Ready to perform roster duty.
- Monitor and analyze the daily call relevant and agent activities, also prepare reports accordingly.
- Prepare and manage agent KPIs.
- Prepare and conduct a knowledge assessment to evaluate the agent.
- Create and manage a call center roster.
- Ensure quality by monitoring the service and auditing agent calls.
- Take over agent calls if they are unable to handle them.
- Keep track of employee attendance and ensure compliance with work procedures.
- Assist in hiring and onboarding new employees, if required.
- Train new recruits, if required.
- Help resolve employee issues and disputes.
- Be ready to provide on-demand or extended support as needed.
- Create targets and goals for improvement.
- Develop quality of service by recommending advanced knowledge or automation.
- Tech-savvy with knowledge of relevant call center tools and reports.
- Maintain a calm and respectful demeanor under pressure.
- Exhibit exceptional customer service expertise.
- Possess excellent verbal and written communication skills.
- Demonstrate excellent negotiation and problem-solving skills.
Education and Experience Requirements
- Must have at least 5 years of working experience of team leading/ supervision role in a call center operation.
- Master’s degree/MBA or equivalent.
Your Remuneration and Other Benefits
- Attractive salary as per industry best practice
- Yearly salary review based on performance
- Training & Development Scopes
- Weekly 2 holidays
- 2 festival bonuses (Yearly)
- Weekly medical consultancy
- Annual leave encashment
- Medical coverage
- Congenial & friendly working environment
Deadline
- October 30, 2024
Job Type: Full Time
Job Location: Dhaka