PER-Supervisor en None

Position Summary:
We are seeking a highly motivated and experienced Call Center Supervisor to lead a team of customer service representatives in delivering exceptional service. The ideal candidate will be responsible for overseeing daily operations, ensuring performance targets are met, and fostering a positive and productive work environment. 

Key Responsibilities: 

• Supervise and support a team of call center agents to ensure high-quality customer interactions.
• Monitor call metrics and agent performance using reporting tools and dashboards.
• Provide coaching, feedback, and training to improve individual and team performance.
• Handle escalated customer issues and resolve complaints efficiently.
• Schedule shifts and manage workforce planning to ensure adequate coverage.
• Collaborate with other departments to streamline processes and improve customer experience.
• Maintain up-to-date knowledge of company products, services, and policies.
• Prepare performance reports and present insights to management.
• Ensure compliance with company standards and regulatory requirements.

Qualifications: 

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• 2+ years of experience in a call center environment, with at least 1 year in a supervisory role.
• Strong leadership, communication, and interpersonal skills.
• Proficiency in call center software and CRM systems.
• Ability to analyze data and make informed decisions.
• Excellent problem-solving and conflict-resolution abilities.
• Flexible and adaptable to changing priorities and fast-paced environments.

Preferred Skills: 

• Bilingual.
• Experience with remote or hybrid teams.
• Familiarity with quality assurance practices and KPIs.