We are looking for a competent Call center supervisor to organize and direct the staff of our call center. You will be responsible for assessing their work and give them feedback to maximize performance.
An excellent call center supervisor must have customer service and supervisory experience. The ideal candidate must possess great communication skills and be able to lead and motivate. You will be organized and reliable as well as results-oriented.
The goal is to achieve drive exceptional performance from your team that will bring sustainable business growth.
Key responsibilities:
1. Assist in the formulation of targets for individuals and teams
2. Hire and onboard new employees
3. Answer questions from staff and provide guidance and feedback
4. Anticipate escalation and take over calls when needed
5. Devise ways to optimize procedures and keep staff motivated
6. Measure performance with key metrics such as call abandonment, calls waiting etc.
7. Ensure adherence to policies for attendance, established procedures etc.
8. Keep management informed on issues and problems
9. Prepare monthly/annual results and performance reports
1. Proven experience as call center supervisor or similar supervisory position
2. Experience in customer service is essential
3. Proficient in English; Good knowledge of additional languages will be a definite plus
4. Working knowledge of MS Office
5. Tech savvy with knowledge of telephone equipment and relevant computer programs
6. Knowledge of performance evaluation procedures
7. Outstanding communication and negotiation abilities
8. A results-oriented approach
9. Excellent organizational and leadership skills
10. Ability to work under pressure
Annual CTC: ₹ 3,00,000 - 4,50,000 /year
Codematics is a software company specializing in identity resolution, helping businesses identify and target their most valuable customers. Using Codematics technology, businesses can see exactly who is visiting their website and track their behavior to boost conversions and sales.
With over 270 million users tracked daily and 1.9 trillion user behaviors logged every day, Codematics has one of the largest Identity Graph in the world using 13 data licensing partners which allows us to identify up to 70% of your website traffic in the US. We also provide consulting services in AI, machine learning, and data insights space.
