Contact Center Supervisor

The Call Center Supervisor is responsible for the day-to-day management and performance of team. The role ensures service quality, achievement of operational targets, compliance with procedures, and continuous development of team members.

Key Responsibilities

• Supervise and support agents in their daily work.

• Monitor team performance, productivity, and KPIs.

• Coach agents and provide regular performance feedback.

• Ensure compliance with scripts, procedures, and quality standards.

• Monitor attendance, schedule adherence, and workload.

• Handle escalated customer issues and complex cases.

• Identify performance gaps and implement corrective actions.

• Organize team briefings, updates, and daily activities.

• Prepare and provide regular performance reports to management.

• Identify opportunities for process and performance improvement.

• Ensure operational issues are escalated and resolved promptly.

Requirements

• Previous experience in a call center, customer service, or team leadership role.

• Previous supervisory experience is an advantage.

• Strong leadership and communication skills.

• Ability to coach, motivate, and develop team members.

• Strong organizational and problem-solving skills.

• Ability to work with KPIs, targets, and performance data.

• Ability to handle escalations and challenging situations professionally.

• Good computer skills and experience with CRM and call-center systems.

• Multitasking

Working Conditions

• Full-time position.

• Working schedule according to operational requirements.

• Workplace according to the company's working arrangement.

• Flexibility may be required depending on operational needs.