Call Center Supervisor

We are seeking a highly motivated and experienced Call Centre Supervisor to oversee the daily operations of our central call center. The successful candidate will manage a team responsible for handling all incoming calls related to membership inquiries, bookings, information requests, and complaints. Additionally, the supervisor will oversee outgoing calls for membership renewals and default payment collections. The role involves utilizing CRM, telephony, and social media systems to ensure efficient and effective communication.

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  Lead, mentor, and supervise a team of call center agents to ensure high performance and adherence to company policies
• .Oversee the management of all incoming and outgoing calls, ensuring prompt and professional responses to membership inquiries, bookings, information requests, complaints, membership renewals, and payment collections
• .Conduct regular training sessions to enhance the skills and knowledge of call center agents
• .Monitor and evaluate the performance of call center agents, providing feedback and implementing improvement plans as necessary
• .Ensure a high level of customer satisfaction by addressing and resolving escalated issues and complaints
• .Prepare and present regular reports on call center performance, including call volumes, response times, and customer satisfaction metrics
• .Identify and implement process improvements to enhance the efficiency and effectiveness of call center operations
• .Utilize CRM, telephony, and social media systems to manage and track customer interactions and ensure seamless communication
• .Ensure compliance with all relevant regulations and company policies
• .Collaborate with other team members and departments to resolve complex customer issues and escalate unresolved matters to the appropriate level of management
• .Meet or exceed individual and team performance targets, including membership sales and renewals, call quality, productivity, and customer satisfaction metrics
• .Continuously strive to improve knowledge of products, services, and procedures through ongoing training and development initiatives
• .Adhere to company policies, procedures, and compliance requirements at all times

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Skill

• s:Strong communication and interpersonal skill
• s.Strong active listening skills and the ability to empathize with customers' needs and concern
• s.Excellent organizational and problem-solving abilities, with a keen attention to detail and the ability to prioritize tasks in a fast-paced environmen
• t.Proficiency in using computer systems and familiarity with CRM software and telephon
• y.Excellent leadership and team management skill
• s.Ability to handle high-pressure situations and resolve conflicts effectivel
• y.Proficiency in call center software, CRM systems, telephony, and social media platform
• s.Strong analytical and problem-solving abilitie
• s.Customer-focused mindset with a commitment to delivering exceptional servic

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Working Conditio

• ns:Full-time position with occasional weekend and evening shifts as requir
• ed.Fast-paced and dynamic work environme

nt.
Qualificati

• ons:Bachelor’s degree in Business Administration, Communications, or a related fi
• eld.Minimum of 3 years of experience in a call center environment, with at least 2 years in a supervisory r