Call Center Supervisor

Job Description:
Generation of daily, weekly and monthly reports on the team's performance Assist in the formulation of targets for individuals within her team in order to maximize revenue, customer experience Measure performance of Call Center Agents based on identified key metrics/qualitative standards to support corporate objectives Monitor random calls to improve quality, minimize errors and track performance of Call Center Agents Review individual production, work quality and initiates corrective action to address performance gaps Assist in the formulation/revision of the Call Center Training Manual Prepare monthly/annual results and performance reports for Management reference Manage customer relationship in pre-sales for an effective handover to post sales Devise ways to optimize procedures and keep staff motivated Responsible for assessing the work output and performance of the Staff and provide guidance and feedback to maximize their performance Ensure adherence and reinforcement of company policies and other established rules and procedures Improves quality results by recommending necessary changes Keep Management informed on issues and problems Minimum Qualifications:
A degree holder from a reputable university With at least 5 years proven experience as a Call Center Supervisor / Trainer or in a similar role, handling business operations and leading a team in a shared service environment. Can analyze data from reports generated and come up with a corresponding recommendation to boost sales. Up-selling experience is a requirement Outstanding communication skills both verbal and written Excellent customer service and leadership skills Excellent organizational, planning and time management skills Logical thinker with superb creative problem-solving skills when handling difficult or irate clients Ability to provide administrative and technical support to Call Center Agents Results-oriented Tech savvy with knowledge of telephone equipment and relevant computer programs