Call Center Supervisor

Excel Solutions (Pvt.) Ltd.; Lahore; On-site; PKR 1,400,000 - 2,000,000; Full time

Job summary

A leading company in the call center industry seeks a Call Center Supervisor to oversee daily operations and manage team performance. The role involves monitoring agent activities, conducting weekly team meetings, and ensuring effective communication within the team. Candidates should possess strong management and motivational skills, with prior experience in a similar environment being an advantage.

Qualifications

• Experience in call center operations management.
• Ability to motivate and manage a team effectively.
• Strong communication skills for team and agent interaction.

Responsibilities

• Monitor team performance and maintain call center culture.
• Conduct weekly team meetings to review performance and share updates.
• Provide feedback and evaluations for agents regularly.

Skills

Team Management

Communication

Performance Monitoring

Motivational Skills

Job description

• Be available to affect the entirety of the team's operations.
• Manage by walking around. Be visible to answer questions.
• Take calls that your agents can't handle and be available when an agent appears to need assistance.
• Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
• Motivate and encourage agents through positive communication and feedback
• Being available to affect the entirety of the team's operations differentiates a supervisor from senior management.
• To effectively build call center culture, the supervisor is responsible for "on-the-floor" activities, and must be available to assist agents while they are "on-the-floor."
• Senior management has a role that involves less floor time.
• When call centers take supervisors away from the main floor for meetings, they are affecting time the supervisor can use to motivate his agents.
• The supervisor should spend the entire call center shift on the floor.(Conceptually, most managers understand this.
• On a practical basis, supervisors find themselves off the main floor, and in meetings, as much as 80% of their time!)

Job Specification

• Meet at least once each week with your team. At a minimum, review the following topics:
• Review the past week's events, including statistics, results and industry news.
• Disseminate new product information to the agents.
• Discuss a sales theme or point-of-interest topic for the agents.
• Present commendations and awards.
• Communicate company information.
• Answer questions and comments.
• Provide agents with a glimpse of future weeks.
• Perform at least one monitoring evaluation with each agent every two weeks
• Spend 30 minutes to one hour monitoring the agent.
• Spend 20 to 30 minutes reviewing the agent's performance with the agent. Use a formal monitoring checklist.
• At the conclusion, copy the checklist and put it in the agent's file
• Give the original checklist to the agent.
• Keep track of attendance, daily statistics, paid time off, sick time, etc.
• Ensure administrative bookkeeping is accurate.
• Create and maintain files on each agent as they relate to attendance, production, and reviews.
• Present to the Project Manager at the conclusion of each week a breakdown of the past week's monitoring checklists and a written performance summary of the team