Tirane, ofroj vend pune Call Center Supervisor
Summary of position: Call Center Supervisor organizes and directs the call center staff, assesses their performance and provides feedback as needed. The ultimate goal is ensuring excellent team performance for promoting the growth of a company’s business. In order to succeed in this role, the candidate must have supervisory and customer service experience along with exceptional communication skills. In addition to that, he must be reliable, organized and results-oriented with the ability to motivate and lead the team.
Responsibilities
- Plan and implement call center strategy
- Setting of targets/ goals for individuals as well as for team
- Answer the queries of staff and provide guidance and timely feedback
- Hire, onboard and train new call center employees
- Answer staff questions, provide guidance and feedback to team members
- Ensure a friendly and motivating work environment
- Measure performance with KPIs such as call interruptions, calls waiting etc.
- Ensure adherence to company's policies and procedures
- Keep senior management informed about recurring issues or problems
- Prepare monthly, quarterly and annual reports
- Motivating the team to achieve the given targets.
- Resolving staff queries regarding the company’s policies and sales issues.
- Ensuring the staff follows the established procedures, the company’s rules, and regulations.
- Bachelor Degree in Business Administration, finance, economics or related field.
- At least 3 years prior experience in sales service and 2 years as a Call Center Supervisor;
- Excellent working knowledge experience with MS Office, especially MS Excel
- Experience with telephone equipment as well as relevant computer software
- A tech-savvy individual with a results-oriented attitude
- Excellent leadership and negotiation skills
- Ability to perform under pressure while working in a fast-paced environment
- Strong communication skills with proficiency in English and Italian.
- Exceptional management and organizational skills
"All applications will be treated with complete confidentiality according to law no. 9887 decided by the Albanian Parliament on "Personal Data Protection”