Responsibilities

Assist in the formulation of targets for individuals and teams

Hire and onboard new employees

Answer questions from staff and provide guidance and feedback

Anticipate escalation and take over calls when needed

Devise ways to optimize procedures and keep staff motivated

Measure performance with key metrics such as call abandonment, calls waiting etc.

Ensure adherence to policies for attendance, established procedures etc.

Keep management informed on issues and problems

Prepare monthly / annual results and performance reports

Requirements and skills

Proven experience as call center supervisor or similar supervisory position

Experience in customer service is essential

Proficient in English; Good knowledge of additional languages will be a definite plus

Working knowledge of MS Office

Tech savvy with knowledge of telephone equipment and relevant computer programs

Knowledge of performance evaluation procedures

Outstanding communication and negotiation abilities

A results-oriented approach

Excellent organizational and leadership skills

Ability to work under pressure

High school diploma