Call Centre Supervisor
- St. James
- Call Centre Supervisor
- Customer Service & BPO
- Full-Time
- St. James
- Accepting Applications
Deadline: January 31, 2025
- Listed: 3 weeks ago
- Key Details
- Salary Amount: 2,000,000.00
- Salary Type: Annual
- Gender: Male or Female
- Experience: 3 years
- Career Level: Entry Level
- Qualification: Bachelor’s Degree
- Job Overview
The Call Center Supervisor position involves overseeing and coordinating the activities of the call center and administrative support to workers to ensure smooth operations and high performance.
- Responsibilities/Duties
The key functions of the supervisor include but are not limited to the below:
- Mentoring, training, and developing/preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
- Identifies performance gaps and prepares action plans for effective coaching and performance improvement during one-on-one feedback.
- Ensuring agents understand and comply with all call center objectives, performance standards, policies, and procedures.
- Answering agents’ questions regarding best practices or difficult calls.
- Identifying operational issues and suggesting possible improvements/resolutions.
- Monitoring and evaluating agents’ performance, providing learning or coaching opportunities, and taking corrective action/s, if necessary.
- Preparing reports and analyzing data to assist management as they determine call center goals.
- Conducting monthly/quarterly performance reviews.
- Delegating tasks to team members.
- Motivating agents and creating a pleasant working environment that inspires the team.
- Collaborating with other supervisors and management team members to support agents and maximize customer satisfaction.
- Any other duties assigned/delegated by Operations Manager that is in line with your job description.
- Skills & Certifications
Call Center Supervisor Requirements:
- Associate Degree in Business Administration is a distinct advantage.
- Call center, customer service, or supervisory experience- a minimum of two (2) years is required.
- Proficiency with technology (computers, software applications, and phone systems).
- Exceptional verbal and written communication skills.
- Strong understanding of company products, policies, and services.
- Highly motivated and possess the ability and skills to coach, train, motivate employees, and evaluate their performance.
- Excellent problem-solving, leadership, customer service, and interpersonal skills.
- Analytical, efficient, and thorough.
- Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
- Ability to lead a team of up to 20 agents while meeting deadlines on expected deliverables (multi-tasking).
- Willing to work a flexible schedule.
- Working Conditions
Located in Montego Bay, Jamaica, this position involves working in a structured office environment with a strong focus on Call Centre Management/Leadership.