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Title
Text copied to clipboard!Call Center Supervisor
Description
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We are looking for a dedicated and experienced Call Center Supervisor to join our team. The successful candidate will be responsible for overseeing the day-to-day operations of our call center, ensuring that our team delivers excellent customer service, meets set targets, and maintains our company's professional standards. You will be responsible for training and coaching our customer service representatives, monitoring their performance, and providing them with regular feedback. You will also be expected to handle escalated customer complaints as they often require a supervisor's attention. As a Call Center Supervisor, you should have excellent leadership and interpersonal skills, a strong understanding of customer service techniques, and a high degree of professionalism. We expect you to lead by example and inspire your team to achieve their goals.
Responsibilities
Text copied to clipboard!- Oversee day-to-day call center operations
- Train and coach customer service representatives
- Monitor team performance and provide regular feedback
- Handle escalated customer complaints
- Ensure team meets set targets
- Maintain professional standards within the team
- Develop strategies to improve customer service
- Prepare reports on team performance
- Coordinate with other departments to ensure consistency and efficiency
- Implement company policies and procedures
Requirements
Text copied to clipboard!- Proven experience as a Call Center Supervisor or similar role
- Excellent leadership and interpersonal skills
- Strong understanding of customer service techniques
- High degree of professionalism
- Ability to handle escalated customer complaints
- Excellent communication skills
- Strong problem-solving abilities
- Ability to work under pressure
- Proficiency in relevant computer applications
- High school diploma; Bachelor’s degree in a relevant field preferred
Potential interview questions
Text copied to clipboard!- How do you handle escalated customer complaints?
- Can you describe a time when you successfully coached a team to achieve a goal?
- How do you motivate your team to meet targets?
- What strategies do you use to improve customer service?
- How do you handle stress and pressure in a call center environment?