Customer Service Supervisor

Job Summary:

The Call Center & Telesales Supervisor is responsible for leading, coaching, and managing a team of agents to deliver exceptional customer service and achieve sales and service targets. The role ensures smooth daily operations, adherence to KPIs and SLAs, and continuous improvement of performance and quality standards. The Supervisor acts as a key link between management and front-line staff, ensuring efficient communication, customer satisfaction, and operational excellence.

Key Responsibilities & Duties

1. Operations & Service Delivery

• Oversee daily operations of inbound and outbound call activities.
• Monitor staffing levels and shift schedules to ensure optimal coverage and minimize missed calls.
• Ensure agents meet performance KPIs, service quality targets, and productivity goals.
• Follow up with relevant departments to ensure timely resolution of customer requests and complaints.
• Maintain compliance with SLAs and operational policies.

2. Quality & Performance Management

• Conduct regular call monitoring and quality evaluations to ensure service excellence.
• Identify performance gaps and develop action plans for improvement.
• Contribute to defining, implementing, and enhancing quality standards and service procedures.

3. Team Leadership & Coaching

• Lead, motivate, and coach team members to achieve individual and team objectives.
• Conduct on-the-job training for new hires and continuous learning sessions for the team.
• Hold regular team meetings to communicate updates and align on performance expectations.
• Monitor agent performance and provide constructive feedback to support growth and development.

4. Communication & Process Improvement

• Provide management with insights on operational issues and suggest process improvements.
• Facilitate open communication channels between teams and management.
• Escalate critical issues promptly and recommend corrective actions.

5. Customer Escalations & Recovery

• Handle escalated customer complaints and ensure quick and effective resolution.
• Follow up on unresolved issues and ensure customer satisfaction.

6. Planning & Reporting

• Support in forecasting call volumes and workforce planning.
• Track daily operational metrics and prepare performance reports for management review.
• Contribute to the development of operational objectives and action plans.

Qualifications & Skills Required

Education:

• Bachelor’s degree in Business Administration, Communications, or a related field.

Experience:

• Minimum 5 years of experience in a contact center or telesales environment, including at least 2 years in a supervisory or leadership role.
• Proven experience managing both inbound and outbound operations.

Skills & Competencies:

• Fluent English (spoken and written).
• Excellent communication and interpersonal skills.
• Strong problem-solving, decision-making, and analytical thinking.
• Proficiency in MS Office and CRM/call center software tools.
• Customer-oriented mindset with strong sales acumen.