Job Description
Description
Call center supervisors oversee call center employees, manage projects and understand technical aspects of the call center activities.
Duties
The duties of a call center supervisor typically include, but are not limited to:
- Providing coaching and feedback to agents throughout their shift to help them improve their performance
- Monitoring incoming calls to ensure that agents can handle the volume of calls that come in and take appropriate action if an agent is unable to handle a call
- Reviewing call logs and other performance data to identify areas for improvement or to coach agents on their performance
- Determining whether agents are meeting performance standards, including metrics such as average talk time per call and number of dropped calls
- Conducting weekly team meetings to discuss performance issues with agents or goals and objectives for the upcoming week
- Reviewing and modifying scripts and training materials as needed based on customer feedback
- Ensuring that agents comply with company policies regarding privacy and security during interactions with customers
- Reviewing call recordings to identify problems and take appropriate action to correct them
- Scheduling staff for shifts, including overtime as needed, and making sure that there are enough agents to handle incoming calls
Working conditions
The call center supervisor works in a fast-paced environment where they are responsible for monitoring and managing a team of customer service representatives. The supervisor ensures that calls are answered in a timely manner and that customers are satisfied with the service they receive. The supervisor also works to resolve any customer complaints and escalations.
Job Requirements
Qualifications
- 2 years experience as a dispatcher in a Ride hailing call center
- Mid-level understanding of computer technology
- Excellent communication and interpersonal skills
- Strong leadership and coaching abilities
- Aptitude for data analysis and reporting
- Ability to work well under pressure and handle multiple tasks simultaneously
- Highschool diploma minimum, Bachelor’s degree in a technology field preferred
Interested and qualified applicants send your resume and credentials through company email [email protected] by inserting the position you are applying for- on the subject line.
More Information
- Address Ethiopia
- Experience Level Junior
- Total Years Experience 0-5