NOTE: "Please apply with your CV in English!"CALL CENTER SUPERVISORAs a Call Center Supervisor, you will play a pivotal role in ensuring the seamless operation of our call center, while maintaining an unwavering commitment to delivering exceptional client service. You will lead and manage a team of agents, ensuring they have the support and resources to handle client inquiries effectively. Your responsibilities will include performance management, coaching, and development of your team, as well as analysing data and reporting on team performance. You will excel at resolving escalated client, and internal stakeholders.Responsibilities:Supervise a team of Call Centre atendants, providing guidance, support, and leadership to ensure excellent customer service delivery.
Handle escalated client situations, including those involving internal departments, demonstrating strong problem-solving and conflict resolution skills.
Analyse and organize information within call center management systems to monitor the atendants performance, identify trends, and generate reports.
Provide regular performance feedback and coaching to agents, identifying training needs and supporting their professional development.
Collaborate with the Call Center Coordinator and the Call Center Manager to define team priorities, goals, and expectations, ensuring alignment with overall objectives.
Ensure adherence to company policies and procedures, maintaining a high standard of professionalism within the team.
Proactively identify and address potential bottlenecks or issues impacting team performance or client satisfaction.
Contribute to a positive and supportive team environment, fostering collaboration and a shared commitment to excellence.Requirements:Proven experience in a call center supervisory role, with a track record of successfully managing and motivating a team.
Exceptional communication and interpersonal skills, with the ability to build strong relationships with both clients and team members.
Strong analytical and problem-solving skills, with the ability to effectively handle escalated situations and find creative solutions.
Proficiency in using call centre management systems and tools for tracking performance, analysing data, and generating reports.
Excellent organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
Proficiency in English is mandatory.
Previous experience in a legal or customer service-oriented environment is highly desirable.We value inclusion and diversity in our workplace. We encourage applications from individuals of all genders and are committed to providing an equal and welcoming environment for all members of our team.
