Call Centre Supervisor

Responsibilities:Overseeing day-to-day operations of the call centerMonitoring attendance and promptnessTroubleshooting technical glitches or mishaps.Ensuring quiet hours and work etiquette is observed.Escalating all issues to the ManagerDeescalating conflicts promptly.General administrative/clerical tasksManages and oversees a team of call center agents.Motivates and supports agents through feedback and communication.Measures KPI's like inbound calls, call waiting and call abandonment.Assists with taking agents' calls if they can't handle the workload.Improves quality of results by recommending changes.Provide product/service information by answering questions and helping.Assist in onboarding new employees.Prepares monthly and annual performance reports.Creates targets and goals for improvement.Office Set upRequirements:BA or BSc.At least a minimum of 5 years of working in customer service, a supervisory role, or a call center is required.Experience with coaching, training, and motivating employees is required.Tech-savvy with knowledge of relevant computer programs and telephone equipmentAbility to remain calm and respectful under pressure.Exceptional customer service expertiseProficiency with the English languageStrong verbal and written communication skillsOrganizational skills and attention to detailFamiliarity with quality assurance and data analysis softwareExcellent negotiation and problem-solving skillsAbility to work under pressure and multitask effectively.Good interpersonal Skills.Persuasive