Job Description

Call Center Supervisor's job entails organizing and directing the daily activities concerned with the call center's operation. The main responsibility of a call center supervisor is to manage, train, and guide call center operators to execute their tasks. Their responsibilities include managing and guiding daily tasks and goals of the group of team leaders, calculating call center performance about calls and productivity of staff, and is in charge of managing schedules to control adequate staffing levels.

Responsibilities

• Managing and directing the daily activities of CC operators
• Supervising, planning, and managing functions concerned with Call Center activities, campaigns, and training sessions.
• Creation of concrete work plans to improve performance and establish measurable goals throughout the year.
• Carrying out call monitoring, coaching, training, disciplining, and reviewing the performance of all operators
• Practicing and ensuring compliance with that all the organization's policies and adequate operational procedures including necessary disciplinary actions with Personne
• Attending and resolving customer complaints and doubts from operators to resolve inquiries effectively.
• Ensure team members acquire the appropriate support and training to apply the best skills and knowledge on the job.
• Operators' performance review on yearly and periodically

Qualifications

• Experience in managing teams and the following performance
• Excellent Communication Skills and solving issue skills
• Basic Knowledge of KPIs and providing coaching according to techniques
• Bachelor's degree or equivalent level of experience of 3 years or more as experienced in call center activities
• Excellent language skills in both Spanish/ English
• Ability to plan well and prioritize work
• Medium level skilled in computers (Microsoft Office software)