Job Title: Call Center Representative (Supervisor Level)

Overview of the Role

As a Call Center Supervisor, you will play a pivotal role in overseeing the daily operations of our customer service team within our call center in AE. Your leadership will ensure that our team delivers exceptional service, maintains high performance standards, and adheres to company policies and procedures. You will be responsible for managing team members, optimizing call handling processes, and implementing strategies to enhance customer satisfaction. This role requires a proactive leader with excellent communication skills, problem-solving abilities, and a strong commitment to delivering a positive customer experience.

Key Responsibilities

• Team Leadership and Management: Supervise, motivate, and support call center agents to ensure they meet and exceed performance targets. Conduct regular coaching sessions, performance evaluations, and provide constructive feedback to foster professional growth.
• Operational Oversight: Monitor daily call center operations to ensure efficient workflow, adherence to schedules, and compliance with company policies. Address any operational issues promptly to minimize disruptions.
• Quality Assurance: Implement and maintain quality assurance standards. Review call recordings, provide feedback, and develop training programs to improve service quality and customer satisfaction.
• Customer Service Excellence: Ensure that customer interactions are handled professionally, empathetically, and efficiently. Resolve escalated customer complaints and issues with a focus on achieving positive outcomes.
• Reporting and Analytics: Prepare and analyze performance reports, including call metrics, agent productivity, and customer feedback. Use data insights to identify areas for improvement and develop action plans.
• Training and Development: Coordinate ongoing training initiatives to enhance team skills, product knowledge, and customer service techniques. Stay updated on industry best practices and incorporate them into team development.
• Collaboration and Communication: Liaise with other departments to ensure alignment of goals and effective communication of updates, policies, and procedures. Foster a positive team environment and promote open communication.
• Compliance and Policies: Ensure team adherence to all relevant legal, regulatory, and company standards. Maintain confidentiality and handle sensitive information appropriately.