Call center supervisor

Description

Call center supervisors oversee call center employees, manage projects andunderstand technical aspectsof the call center activities.

Duties

The duties of a call center supervisor typically include, but are not limited to:

• Providing coaching and feedback to agents throughout their shift to help them improve their performance
• Monitoring incoming calls to ensure that agents can handle the volume of calls that come in and take appropriate action if an agent is unable to handle a call
• Reviewing call logs and other performance data to identify areas for improvement or to coach agents on their performance
• Determining whether agents are meeting performance standards, including metrics such as average talk time per call and number of dropped calls
• Conducting weekly team meetings to discuss performance issues with agents or goals and objectives for the upcoming week
• Reviewing and modifying scripts and training materials as needed based on customer feedback
• Ensuring that agents comply with company policies regarding privacy and security during interactions with customers
• Reviewing call recordings to identify problems and take appropriate action to correct them
• Scheduling staff for shifts, including overtime as needed, and making sure that there are enough agents to handle incoming calls

Working conditions

The call center supervisor works in a fast-paced environment where they are responsible for monitoring and managing a team of customer service representatives. The supervisor ensures that calls are answered in a timely manner and that customers are satisfied with the service they receive. The supervisor also works to resolve any customer complaints and escalations.

Qualifications

• 2 years experience as a dispatcher in a Ride hailing call center
• Mid-level understanding of computer technology
• Excellent communication and interpersonal skills
• Strong leadership and coaching abilities
• Aptitude for data analysis and reporting
• Ability to work well under pressure and handle multiple tasks simultaneously
• Highschool diploma minimum, Bachelor's degree in a technology field preferred