About the role
We are looking for an experienced Call Center Supervisor to lead and support call center operations, ensure high-quality customer service, and drive team performance.Key Responsibilities:Supervise and support call center agents to achieve operational and customer service targets.Monitor daily performance, KPIs, quality metrics, and productivity levels.Coach, guide, and provide feedback to team members to improve performance.Handle escalations and ensure customer issues are resolved effectively.Prepare performance reports and share operational insights with management.Manage daily workload, schedules, attendance, and team allocation.Ensure compliance with call center policies, procedures, and service standards.Identify improvement areas and support continuous process enhancement.Coordinate with other departments to resolve customer-related issues.
Requirements:Bachelor’s degree in Business Administration or related field.4–6 years of experience in Call Center / Customer Service operations.Minimum 2 years of experience in a supervisory role.Strong knowledge of call center KPIs and performance management.Excellent communication and leadership skills.Ability to handle escalations and manage a team effectively.Good reporting and analytical skills.
