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Title
Text copied to clipboard!Contact Center Supervisor
Description
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We are looking for a Contact Center Supervisor to lead, motivate, and manage a team of customer service representatives in a fast-paced contact center environment. The Contact Center Supervisor will be responsible for ensuring high levels of customer satisfaction, meeting performance targets, and maintaining efficient workflow processes. This role requires strong leadership skills, the ability to analyze performance metrics, and a commitment to continuous improvement. The ideal candidate will have experience in customer service management, excellent communication abilities, and a passion for developing team members. Key responsibilities include monitoring daily operations, providing coaching and feedback, handling escalated customer issues, and collaborating with other departments to optimize service delivery. The Contact Center Supervisor will also be responsible for scheduling, training new staff, and implementing quality assurance measures. Success in this role will be measured by the team’s ability to meet or exceed service level agreements, customer satisfaction scores, and productivity goals. The position offers opportunities for professional growth and the chance to make a significant impact on the overall customer experience. Candidates should be comfortable working with contact center technologies, managing multiple priorities, and fostering a positive team environment. If you are a results-driven leader with a strong background in customer service, we encourage you to apply for this rewarding opportunity.
Responsibilities
Text copied to clipboard!- Supervise daily operations of the contact center team
- Monitor and analyze team performance metrics
- Provide coaching, feedback, and training to staff
- Handle escalated customer inquiries and complaints
- Develop and implement workflow and quality improvements
- Schedule shifts and manage attendance
- Ensure compliance with company policies and procedures
- Collaborate with other departments to resolve issues
- Prepare performance reports for management
- Support recruitment and onboarding of new team members
Requirements
Text copied to clipboard!- Proven experience in a contact center or customer service supervisory role
- Strong leadership and team management skills
- Excellent communication and interpersonal abilities
- Ability to analyze data and performance metrics
- Proficient with contact center technologies and software
- Problem-solving and conflict resolution skills
- Ability to work in a fast-paced environment
- Attention to detail and organizational skills
- Flexibility to work various shifts as needed
- High school diploma or equivalent; higher education preferred
Potential interview questions
Text copied to clipboard!- What experience do you have supervising a contact center team?
- How do you handle escalated customer issues?
- Describe a time you improved team performance.
- What contact center technologies are you familiar with?
- How do you motivate and develop your team?
- How do you ensure compliance with company policies?
- What strategies do you use to manage high call volumes?
- How do you handle scheduling and attendance challenges?
- Describe your approach to coaching and feedback.
- What metrics do you use to measure team success?
