Contact Center Supervisor

Responsibilities:

• Provide helpful feedback and positive communication to motivate contact centre agents to minimize agent attrition rate.

• Identify the enquiries and queries received by other departments and business units and delegate tasks and responsibilities to team members.

• Provide intensive and on-going training and coaching on performance to the Contact Centre staff

• Active involvement in the recruitment & selection process of CC staff, as well as the ongoing management of these staff

• Manage agents to resolve all queries and provide them with necessary guidance to solve complicated cases

• Manage day to day operations within the contact centre to ensure seamless operations.

• Assist the senior of the Contact centre to devise plans to ensure seamless contact centre operations.

• Identify various means to measure customer satisfaction and improve services

• Promote new Innovative ways of working and facilitate change to support at all levels of the services

• Form relationships across all levels of the business, engaging employees and managers, coaching and mentoring in continuous improvement activities to develop the culture of continuous improvement.

• Mentor and ensure smooth induction of new hires