<p>Position Summary:</p> <p>We are seeking a highly motivated and experienced Call Center Supervisor to lead a team of customer service representatives in delivering exceptional service. The ideal candidate will be responsible for overseeing daily operations, ensuring performance targets are met, and fostering a positive and productive work environment.</p> <p>Key Responsibilities:</p> <ul> <li>Supervise and support a team of call center agents to ensure high-quality customer interactions. </li><li>Monitor call metrics and agent performance using reporting tools and dashboards. </li><li>Provide coaching, feedback, and training to improve individual and team performance. </li><li>Handle escalated customer issues and resolve complaints efficiently. </li><li>Schedule shifts and manage workforce planning to ensure adequate coverage. </li><li>Collaborate with other departments to streamline processes and improve customer experience. </li><li>Maintain up-to-date knowledge of company products, services, and policies. </li><li>Prepare performance reports and present insights to management. </li><li>Ensure compliance with company standards and regulatory requirements. </li></ul> <p>Qualifications:</p> <ul> <li>High school diploma or equivalent; associate or bachelor's degree preferred. </li><li>2+ years of experience in a call center environment, with at least 1 year in a supervisory role. </li><li>Strong leadership, communication, and interpersonal skills. </li><li>Proficiency in call center software and CRM systems. </li><li>Ability to analyze data and make informed decisions. </li><li>Excellent problem-solving and conflict-resolution abilities. </li><li>Flexible and adaptable to changing priorities and fast-paced environments. </li></ul> <p>Preferred Skills:</p> <ul> <li>Bilingual. </li><li>Experience with remote or hybrid teams. </li><li>Familiarity with quality assurance practices and KPIs. </li></ul>