Job Description
Job Description: Call Center Agent L1 Level
A Call Center Supervisor is responsible for overseeing the daily operations of a call center, ensuring that customer service standards are met, and that agents are performing at their best. The supervisor will manage a team of call center agents, provide training and coaching, and handle escalated customer issues.
Key Responsibilities:
- Supervise and manage a team of call center agents
- Ensure customer service standards are met and exceeded
- Handle escalated customer issues and complaints
- Provide training and coaching to agents to improve performance
- Monitor and analyze call center metrics and KPIs
- Develop and implement process improvements to increase efficiency
- Collaborate with other departments to resolve customer issues
- Maintain accurate records of customer interactions and feedback
Skills Required:
- Excellent communication and interpersonal skills
- Strong leadership and management abilities
- Ability to handle high-pressure situations and manage stress
- Strong problem-solving and decision-making skills
- Proficient in Microsoft Office and call center software
- Ability to work flexible hours, including evenings and weekends
- Customer service experience, preferably in a call center environment
- Knowledge of call center metrics and KPIs
- Ability to multitask and prioritize tasks effectively
- Strong organizational and time management skills
Education and Experience:
- High school diploma or equivalent required
- Associate's or Bachelor's degree in a related field preferred
- 2-3 years of experience in a call center environment, with at least 1 year in a supervisory role
Certifications:
- Call Center Certification (CCC) or equivalent preferred
Soft Skills:
- Empathy and patience when dealing with customers
- Ability to remain calm under pressure
- Strong attention to detail
- Ability to work well in a team environment
- Flexibility and adaptability to changing priorities and situations
Salary: Negotiable
