Call Center Supervisor

Objective: We are seeking an experienced Call Center Supervisor to lead and manage our call center operations. The ideal candidate will have a proven track record of managing a team of 20+ callers in a B2C business environment. The Call Center Supervisor will be responsible for ensuring the smooth operation of the call center, improving customer satisfaction, and driving sales growth.

Key Responsibilities:

• Team Management: Lead, mentor, and manage a team of 20+ call center agents to achieve performance targets and maintain high levels of customer service. • Performance Monitoring: Monitor and evaluate the performance of call center agents, providing feedback and coaching to improve their skills and productivity.

• Customer Satisfaction: Ensure that customer inquiries and complaints are handled promptly and effectively, maintaining high levels of customer satisfaction.

• Sales Growth: Develop and implement strategies to drive sales growth through the call center, including upselling and cross-selling techniques.

• Reporting: Prepare and present regular reports on call center performance, including key metrics such as call volume, response times, and customer satisfaction.

• Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of call center operations.

• Training: Develop and deliver training programs for call center agents to ensure they have the skills and knowledge needed to perform their roles effectively.

• Collaboration: Work closely with other departments, such as marketing and sales, to align call center activities with overall business objectives.

• Education: Bachelor's degree in Business Administration, Management, or a related field.

• Skills: Strong leadership and management skills, excellent communication and interpersonal skills, and the ability to motivate and inspire a team.

• Technical Proficiency: Proficient in using call center software and CRM systems.

• Problem-Solving: Strong analytical and problem-solving skills, with the ability to identify and address issues quickly and effectively.

• Customer Focus: A customer-centric approach, with a commitment to delivering exceptional service.

• Provident Fund
• Staff training and development
• Accommodation allowance (in other provinces)
• Fuel/transportation fees
• Marriage gift
• Ordination gift
• Per diem
• Vehicle depreciation allowance
• 5-day work week
• Social security
• Health insurance
• Accident Insurance
• Ordination leave
• Employee's uniform
• Funeral payment support
• Annual trip or party