Call Center Supervisor

Job description

  • Monitor and lead 70+ Call Center Agents
  • Lead queries from customers and handle VOC, Complaints, etc
  • Detect opportunities for improvement in AHT, Service Level, Queue Time, FCR, etc. and implement required changes in this regard
  • Analyze daily performance reports and take required action for performance improvement
  • Implement weekly feedback program
  • Improve the defined KPIs for customer service, like NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other measurable Metric
  • Empower and Engage the Customer Service Team
  • Work effectively with all peers like Commercial, Finance, Marketing, Logistics, Fulfillment and specially operation departments to negotiate and influence customer improvements

 

Requirements

  • Minimum bachelor degree in engineering, management, communication fields.
  • Strong English skills (both written and spoken).
  • Very strong knowledge in Excel, PowerPoint, Visio and word.
  • Proven background for minimum 3 years as supervisor of a team with 20+ people in call center/contact center.
  • Strong leadership and communication skills.
  • Strongly data oriented and customer centric.
  • Ability to judge and make decision.
  • Being familiar with 5S, 6Sigma and Kaizen is a plus.