Introduction We are seeking an experienced Call Centre Supervisor to lead our team of service representatives. The successful candidate will be responsible for supervising and motivating the team, ensuring that all team members meet and exceed performance targets, and maintaining a high level of customer service. Duties & ResponsibilitiesSupervise a team of customer service representatives, providing coaching and support to ensure that they meet and exceed performance targets Monitor and manage call KPIs such as average ticket handling time, customer satisfaction, abandonment rate, and service level Conduct performance reviews, provide feedback and training, and take disciplinary action as necessaryDevelop and implement policies and procedures to ensure consistent and efficient operationsHandle escalated customer complaints and provide effective resolutionMonitor and ensure compliance with all relevant regulations and guidelinesEnsure that all team members receive adequate training on products, services, and processesFoster a positive and collaborative team environment, promoting open communication and teamwork RequirementsProven experience as a call center supervisor or similar roleExcellent communication and leadership skillsExperience in managing a team of customer service representativesStrong knowledge of call center metrics and KPIsAbility to analyze data and use it to make informed decisions Familiarity with call center software and technolog Flexibility to work various shifts as neededAbility to handle high-pressure situations and work well under tight deadlinesBachelor's degree in business or a related field is preferred but not required#J-18808-Ljbffr