Shaker Group
Contact center supervisors help train and motivate Contact center representatives as they answer questions, serve customers, handle complaints, and provide support for customers. They assist in training employees, monitoring representative progress, and coaching them to cultivate the knowledge and skills to provide excellent service to customers.
Responsibilities:
. Assign tasks to the employees and assess their performance.
· Set short term targets and goals.
· Provide constructive feedback to improve service.
· Take over calls whenever required and handle heavy duty days.
· Assess performances with metrics like calls left waiting, calls missed, Complaints count etc.
· Ensure that all employees adhere to the company policies and regulations.
· Ensure the Customer receive the best service.
· Create a standard script for employees to refer, if needed.
· Motivate the staff and maintain optimum performance in the center.
· Conduct monthly/ Quarterly exams to assist team knowledge.
· Prepare performance reports regularly
Contact Center daily report , attendance report and daily follow up work report
Contact Center weekly report
Contact Center monthly report and KPI for Agents.
Qualification:
Education:
• Bachelor’s degree in Business Administration or related field.
Experience:
· Proven experience as Contact center/ Customer Service supervisor or similar supervisory position
· Proficient in English; Good knowledge of additional languages will be a definite plus
· Working knowledge of MS Office
· Knowledge of performance evaluation procedures
· Excellent communication skills.
· A results-oriented approach.
· Excellent leadership skills.
· Ability to work under pressure.