Contact Centre Supervisor

Reports Directly to:  Contact Center Assistant Manager 

Position Overview: 

The Contact Center Supervisor will oversee and assist contact center employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.  

• Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to the quality of service.  

• Trains new employees in the company’s customer service policies, procedures, and best practices. 

• Organizes and oversees the schedules and work of assigned customer service representatives. 

• Conducts performance evaluations that are timely and constructive. 

• Handles discipline and termination of employees as needed and in accordance with company policy.  

• Promptly requests approval for necessary staffing adjustments to management in order to meet daily productivity goals. 

• Monitors or reviews calls or other correspondence between representatives and customers. 

• Ensures that representatives are informed about changes to company products and services. 

• Collects data and prepares reports on customer complaints and inquiries. 

• Prepares monthly reports summarizing the assigned customer service team’s performance. 

• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Contact Center Manager or other appropriate staff. 

• Hires entry-level customer service employees. 

• Performs other related duties as assigned.

Minimum Qualifications: 

• Education Requirements: 

• High School Diploma or equivalent 

• Bachelor’s degree preferred 

• Field Experience: 

• At least 2 years of contact center experience. 

• Position Experience: 

• At least 1 year of experience in a supervisory role.  

• Other Qualifications: 

• Bilingual preferred as per country’s requirement (primary/secondary language English). 

• Proficiency in Microsoft Office including but not limited to Word, Excel, PowerPoint and Outlook required. Required Skills: 
• Excellent leadership and mentoring skills 
• Excellent written and verbal communication skills 
• Extensive knowledge of contact center/customer service procedures and principles 
• Demonstrated analytical/problem-solving skills 
• Excellent multi-tasking skills 
• Excellent interpersonal skills 
• Organized with attention to detail. 
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor. 
• Ability to coach and mentor customer service representatives. 
• Physical Requirements: 
• Crouching: Bending the body downward and forward by bending leg and spine. 
• Reaching: Extending hand(s) and arm(s) in any direction. 
• Standing: Remaining upright on the feet, particularly for sustained periods of time. 
• Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another. 
• Talking:  Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly. 
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication, and making fine discriminations in sound. 
• Repetitive motions: Making substantial movements (motions) of the wrists, hands, and/or fingers. 
• Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. 
• The worker is required to have close visual acuity to perform an activity such as:  preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes. 
• The worker is not substantially exposed to adverse environmental conditions (as in typical office or administrative work).