Assistant Call Center Manager

Job Description: Call Center Supervisor

Roles & Responsibilities:

As a Call Center Supervisor, you will play a crucial role in leading and managing daily operations to ensure quality customer service. Your responsibilities include:

Assisting the Call Center Manager in leading and directing daily operations while ensuring quality customer service.
Helping develop, implement, and monitor processes and procedures to ensure efficient call center operations.
Assisting with hiring, coaching, training, and developing call center staff.
Monitoring individual and team performance against established metrics, providing feedback and recommendations for improvement.
Handling escalated customer inquiries and complaints, working to resolve issues in a timely and satisfactory manner.
Serving as a backup to the Call Center Manager in their absence.
Generating reports detailing call center metrics, such as average handle time, abandoned calls, etc.
Maintaining up-to-date knowledge of call center products and services.
Staying abreast of industry changes and developments to ensure the call center is operating at peak efficiency.

Skills:

Preference:

In-depth knowledge of call center software and systems.
Proven track record of successful team management and development.

Qualifications:

Bachelor’s degree in business, communications, or a related field.
4+ years’ experience in a call center environment.
2-4 years of supervisory experience.

Benefits:

Medical Insurance
Visa

If you have a strong background in call center management and are experienced in leading teams to deliver excellent customer service, we encourage you to apply for this role. Join our team and help ensure our call center operates efficiently while providing top-quality service.