Contact Centre Supervisor/Executive

Position Overview: We are seeking a motivated and experienced Call Centre Supervisor to lead our dynamic team of customer service representatives. The ideal candidate will have a passion for delivering exceptional customer service, strong leadership skills, and a proven track record in call centre operations. Key Responsibilities: KPI Formulation: Assist in developing individual and team KPIs to measure performance effectively. Training & Preparation: Train new call centre agents to ensure they are well-prepared for customer interactions. Customer Resolution: Equip agents to handle customer queries and complaints, aiming for one-call resolution. Staff Support: Be available to answer questions from staff and provide guidance and feedback. Escalation Management: Anticipate potential escalations and take over calls as necessary. Professional Communication: Write official emails to respond to customer inquiries when required. Customer Needs Assessment: Understand customer needs, diagnose issues, and coordinate solutions while maintaining company principles. Performance Monitoring: Conduct remote call monitoring using a formal checklist, providing coaching and corrective action as needed. Reporting & Analysis: Generate reports and analyze data to measure KPIs such as service levels, call abandonment rates, and wait times. Call Management: Monitor the number of calls handled by each agent per hour and ensure reasonable wait times for customers. Team Development: Facilitate regular case study sharing sessions based on customer feedback regarding service issues. Operational Improvement: Identify operational challenges and propose improvement plans. Performance Evaluation: Evaluate agent performance regularly and provide feedback for improvement. Qualifications: Leadership and management skills. Written and verbal communication abilities. Strong problem-solving and negotiation skills. Proficient in computer applications with knowledge of basic telephony systems. Attention to detail is essential. Good interpersonal skills with active listening capabilities. #J-18808-Ljbffr