Contact Center Supervisor - Voice

The role oversees daily operations of the voice contact center teams, ensuring service quality, team performance, and customer satisfaction are consistently achieved. It focuses on coaching agents/team leaders, monitoring KPIs, handling escalations, and driving continuous improvement in customer experience across all voice operations. Monitors performance dashboards, efficient hotline performance, quality reports, and complaint logs to identify improvement opportunities and ensure alignment with departmental OKRs.
RESPONSIBILITIES

• Supervise and manage a team of customer service representatives through team leaders
• Monitor daily performance metrics (SLA, AHT, FCR, CSAT, Quality Scores)
• Handle complex customer complaints and escalations
• Review call quality reports, monitor complaint emails and dashboards, and ensure timely resolution according to company standards
• Review complaints and determine whether the company or the employee is responsible for outcomes, ensuring fair and accurate decisions
• Supervise the hotline’s daily performance and ensure continuous and efficient service availability
• Review individual productivity metrics (calls handled, ACW, AHT) and share detailed reports with team leaders for performance follow-up
• Hold weekly meetings with team leaders to review performance metrics, discuss challenges, and identify improvement opportunities
• Meet with the direct manager to present department results (quality, complaints, scorecards, orders, productivity) and provide data-driven analysis
• Oversee and approve team leave and rest schedules to ensure optimal staffing coverage
• Collaborate with the Quality Team in calibration sessions with team leaders to align evaluation standards and feedback
• Develop and maintain the department’s manpower plan and participate in interviews for contact center hiring
• Conduct and oversee employee evaluations to ensure fair assessment and alignment with performance standards
• Manage annual headcount planning and allocate hiring needs throughout the year based on business requirements
• Support training and onboarding of new team members
  
  
  

REQUIREMENTS

• 5-7 years of experiences is a supervisory role
• Bachelor's degree
• Advanced conflict resolution and troubleshooting skills
• Advanced Microsoft Office skills (Word, Excel, Power Point, Outlook)
• Advanced people managing skills
• Intermediate ability using Ai tools (ex. Power BI)
• Excellent English language profession