Job Description
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
- Answering agent questions regarding best practices or difficult calls.
- Identifying operational issues and suggesting possible improvements.
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
- Preparing reports and analyzing data to assist in management as they determine call center goals.
- Working with other supervisors and management team members to support agents and maximize customer satisfaction.
- Training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
Job requirements
- Must have 3 years of experience in call center supervisor roles and know the full cycle call center supervisor roles and responsibil...