Contact Centre Supervisor

Datamark, Inc; Mumbai; On-site; INR 450,000 - 650,000; Full time

Job summary

Datamark, Inc in Mumbai seeks a Contact Center Supervisor to oversee and support customer service staff. You will guide daily activities, ensure adherence to policies, and drive high-quality interactions with customers.

The role requires leadership, strong communication, and the ability to coach and mentor agents while maintaining service levels and accuracy of reporting.

Qualifications

• High school diploma or equivalent required; bachelor’s degree preferred.
• Minimum 2 years of contact center experience.
• At least 1 year in a supervisory role.
• Bilingual preferred per country requirement (English primary/secondary).
• Proficiency in MS Office (Word, Excel, PowerPoint, Outlook) required.

Responsibilities

• Oversee and assist contact center employees in performing job duties.
• Train new employees in customer service policies, procedures and best practices.
• Organize and oversee schedules and work of representatives.
• Conduct timely and constructive performance evaluations.
• Handle disciplinary actions and terminations per policy.
• Request staffing adjustments to meet daily productivity goals.
• Monitor calls and correspondence between reps and customers.
• Inform reps about changes to products and services.
• Collect data and prepare reports on complaints and inquiries.
• Prepare monthly performance reports for the team.
• Identify opportunities to improve procedures and make recommendations.
• Hire entry-level customer service employees.
• Perform other related duties as assigned.

Skills

Leadership

Mentoring

Communication

Customer service

Team management

Problem solving

Multitasking

Interpersonal skills

Organized

Coaching

Education

High School Diploma or equivalent

Bachelor’s degree preferred

Tools

Microsoft Office

Job description

Reports Directly to:Contact Center Assistant Manager

Position Overview:

TheContact CenterSupervisorwilloversee and assistcontact centeremployees in theperformance of their job duties such as responding to customer inquiries and resolving issues or complaints.

• Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to the quality of service.
• Trains new employees in thecompany’scustomer service policies, procedures, and best practices.
• Organizes and oversees the schedules and work of assigned customer service representatives.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees as needed and in accordance with company policy.
• Promptly requests approval for necessarystaffingadjustmentstomanagement in order to meet daily productivity goals.
• Monitors or reviews calls or other correspondence between representatives and customers.
• Ensures that representatives are informed about changes to company products and services.
• Collects data and prepares reports on customer complaints and inquiries.
• Prepares monthly reports summarizing the assigned customer serviceteam’sperformance.
• Identifies opportunities to update or improve customer service procedures and makes recommendations to theContact Center Manageror other appropriate staff.
• Hires entry-level customer service employees.
• Performs other related duties as assigned.

Minimum Qualifications:

• Education Requirements:
• High School Diploma or equivalent
• Bachelor’s degreepreferred
• Field Experience:
• At least2years of contact center experience.
• Position Experience:
• At least1yearofexperiencein a supervisory role.
• Other Qualifications:
• Bilingual preferredas per country’s requirement(primary/secondary language English).
• Proficiency in Microsoft Office including but not limited to Word, Excel, PowerPoint and Outlook required.RequiredSkills:
• Excellent leadership and mentoring skills
• Excellent written andverbalcommunication skills
• Extensive knowledge of contact center/customer service procedures and principles
• Demonstrated analytical/problem-solvingskills
• Excellent multi-tasking skills
• Excellent interpersonal skills
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor customer service representatives.

Physical Requirements:

• Crouching: Bending the body downward and forward by bending leg and spine.
• Reaching: Extending hand(s) and arm(s) in anydirection.
• Standing: Remaining upright on the feet, particularly for sustained periods oftime.
• Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site toanother.
• Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, orquickly.
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction,and having the ability to receive detailed information through oral communication, and making fine discriminations insound.
• Repetitive motions: Making substantial movements (motions) of the wrists, hands, and/orfingers.
• Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amountof force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to theeyes.
• The worker is not substantially exposed to adverse environmentalconditions (as in typical office or administrativework).