Call Center Supervisor

Call Center SupervisorSupervising the teamMonitoring the performance of call center staffEnsuring team adherence to working hours and shift schedulesDistributing tasksOrganizing daily and weekly work schedulesDistributing calls or cases according to need and workloadPreparing reportsSubmitting periodic reports on performance, call volume, call duration, and satisfaction/complaint casesAnalyzing data to identify areas for improvementMonitoring call qualityListening to random calls to ensure service quality and policy complianceProviding constructive feedback to the team to improve performanceKPIs (Key Performance Indicators)Such as: wait time, call duration, customer satisfaction, order completion rateProblem resolution and escalationHandling complex complaints or angry customersEscalating cases according to established proceduresTraining new employeesExplaining policies, procedures, and customer communication techniquesPerformance developmentOrganizing workshops or training courses to enhance team efficiencyProposing development solutionsSuggesting improvements to the work environment or call center toolsStaying up-to-dateEnsuring the team is familiar with updates to products, services, or policies