Call Centre – Supervisor Full Time

JOB SUMMARY / PURPOSE

To ensure the smooth operations of the Call Centre which is engaged to understand the customer concern & to convey/transfer the same to the operation team or relevant department. A customer service supervisor will act as a liaison, provide product/services information, and resolve any emerging problems that our customer might face with accuracy and efficiency. They must be patient, empathetic, a problem solver, communicative, ensure excellent service standards, respond efficiently to customer inquiries/escalations, and maintain high customer satisfaction.

Responsibility:

• Identify and list all job areas or accountabilities this position shall perform: Mention them by importance or degree of significance or accountability; in a sequence (the main role/responsibility /accountability ones   first, followed by lesser degree ones.)
• Detail each Area or Accountabilities as “Task” or Steps” – Where do you begin (first), process (middle) and the end-result (last) on each area or accountabilities
• Always adhering to the call center procedures and policies for all calls.
• For professionally handle the customer call as per the company standard.
•  Assist in the formulation of targets for individuals and teams
• Answer questions from staff and provide guidance and feedback
• Anticipate escalation and take over calls when needed
• Measure performance with key metrics such as call abandonment, calls waiting etc.
• Ensure adherence to policies for attendance, established procedures etc.
• Keep Customer Care Manager informed on issues and problems
• Prepare daily/monthly/annual reports
• To provide personalized customer service to the highest level.
• To prepare and circulate aging, monthly & daily reports to the Execution Team whenever requested.
• Prepare various reports on service request, incidents & work orders for the execution team.
• Building customer’s interest in the services and products offered by the company.
• Handling first level of escalation.
• Listing to calls to provide feedback to the customer service executive.
• Monitoring of daily client reports sent to the clients.
• Preparing monthly reports to the client.
• Support functionality during absence of Customer Care Manager