Call Center Supervisor

About the role

Our client, a service‑driven organization, is looking for an experienced Call Center Supervisor to lead a team that delivers efficient, responsive, and high‑quality customer support. The role involves overseeing daily operations, ensuring service levels and quality standards are met, and driving continuous improvement in customer satisfaction.

Key responsibilities

• Supervise daily call center operations.
• Monitor team productivity and service quality metrics.
• Coach and develop Customer Service Representatives.
• Conduct regular performance reviews and feedback sessions.
• Handle escalated customer complaints and complex service issues.
• Ensure compliance with company policies and customer service procedures.
• Prepare operational reports and performance dashboards.
• Analyze call trends and recommend process improvements.
• Coordinate workforce scheduling to maintain service levels.
• Support recruitment, onboarding, and training of new team members.
• Foster a positive and collaborative team environment.

Required profile

• Bachelor’s degree in Business Administration or a related discipline.
• Minimum 5 years of customer service experience, including supervisory responsibilities.
• Proven experience managing call center operations.
• Strong leadership and coaching abilities.
• Excellent communication and conflict resolution skills.
• Fluency in English.

Required skills

• Experience with CRM systems.
• Experience with call center management systems.