Call Center Supervisor

Job Description:

Provides front-line supervision of a team within a call center.
Assigns tasks to achieve daily/weekly/monthly objectives.
Drives the achievement of customer experience goals within team.
Works cross-functionally managing a single team.
6-8 years of relevant experience or equivalent combination of education and work experience.
Previous managerial/leadership experience not required.
Good analytical and problem solving skills.
Able to identify specific customer needs and drive closure to identified customer issues.
Able to coach and mentor others.
Innovates, Inclusive, Simplifies, Decides, Customer First, Personal Effectiveness, Engages Others.
Monitor & evaluate the performance of the team in all areas, including positive recognition & rewards, addressing individual performance improvements and identifying training gaps or needs.
Identify,
Develop & implement continuous improvement program to increase productivity, product knowledge, efficiency & reduce cost.
Collaborative with process manager, on-site liaison and service management team to improve procedures to deliver high quality services.
Ensure performance results are in accordance with SLA's, key measures and the operating plans. Undergraduate degree and 2-4 years relevant experience or Graduate degree and 0-2 years relevant experience

Skills: 
Conflict management/team management skills
Sound knowledge in MS - Excel, MS - Access & PowerPoint.
Excellent knowledge in Inbound, Outbound, Email, Chat process and Inbound and Outbound Logistics. Excellent communication and presentation skills/customer interaction
Flexible to work in shifts
Excellent Analytical Skills

To hear more please send your CV ASAP.