Subject Matter Expert

GVK Emergency Management and Research Institute (GVK EMRI); Kolkata District; On-site; INR 600,000 - 800,000; Full time

Job summary

GVK EMRI in India is seeking a Call Center Supervisor to drive performance by tracking metrics like AHT, FCR, CSAT, and adherence, while leading daily huddles and shift planning.

You will coach agents, conduct audits, handle escalations, and prepare productivity and quality reports for senior management.

Qualifications

• 2–4+ years of experience in inbound call centre supervision.
• Graduate degree required.

Responsibilities

• Track daily metrics like AHT, FCR, CSAT, and schedule adherence.
• Conduct one-on-one sessions, call monitoring audits, and side-by-side coaching to improve agent performance.
• Take over complex, high-pressure, or sensitive customer complaints that exceed an agent's authority.
• Run daily team huddles, manage shift rosters, and ensure floor compliance with company policies.
• Prepare productivity and quality reports for senior management.

Skills

Inbound call center supervision

Coaching & mentoring

Performance monitoring

Reporting & metrics

Education

Graduate

Job description

Role & responsibilities

Job Description

• Performance Monitoring: Track daily metrics like Average Handling Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and schedule adherence.
• Coaching & Development: Conduct one-on-one sessions, call monitoring audits, and side-by-side coaching to improve agent performance.
• Escalation Handling: Take over complex, high-pressure, or sensitive customer complaints that exceed an agent's authority.
• Operational Management: Run daily team huddles, manage shift rosters, and ensure floor compliance with company policies.
• Reporting: Prepare productivity and quality reports for senior management.

Required Qualifications & Skills

• Experience: 2 to 4+ years of experience working in an inbound call centre environment, with prior supervisory or mentoring experience preferred.
• Education: Graduate

Preferred candidate profile