Call Center
7 hours ago
Job Title: Call Center Supervisor - Back Office
Work set-up: Onsite
Schedule: Shifting and Night shift (including weekends/holidays as required)
About the Role
We are seeking an experienced and driven Call Center Supervisor to oversee day-to-day operations. The Supervisor will be responsible for leading a team of agents, ensuring performance metrics are achieved, delivering excellent customer experience, and driving operational efficiency.
Key Responsibilities
- Supervise, coach, and mentor a team of customer service representatives handling telco-related concerns (billing, technical support, plan upgrades, etc.).
- Monitor team performance against KPIs (AHT, CSAT, FCR, NPS, attendance, productivity).
- Conduct regular performance evaluations, feedback sessions, and corrective action when necessary.
- Drive high levels of customer satisfaction by ensuring agents provide accurate, timely, and professional support.
- Analyze call center reports and recommend process improvements to enhance efficiency and service quality.
- Handle escalated customer concerns and provide quick resolution.
- Ensure compliance with company policies, client requirements, and regulatory guidelines.
- Coordinate with Workforce, QA, and Training teams to improve performance outcomes.
- Foster team engagement, motivation, and a positive work culture.
Qualifications
- At least 2–3 years of BPO experience, with 2 years in a supervisory or team lead role
- Strong leadership, coaching, and people management skills.
- Excellent communication, problem-solving, and conflict-resolution abilities.
- Must be results-oriented, detail-oriented, and adaptable to fast-paced environments.
- Proficiency in call center tools, CRM systems, and reporting software is an advantage.
- Willing to work on shifting schedules, including weekends and holidays.
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