Job Summary

A Call Center Supervisor is a professional charged with training and motivating their team of Call Center Representatives as they answer questions, handle complaints, and provide support for clients. They also assist in hiring new employees while monitoring their team's success on an ongoing basis.

Job Description

• Manage Contact Center to meet CC KPIs, Customer Requirement and company processes. Support and handle 'Escalated Cases’
• Monitor and evaluate the performance to develop performance improvement and action plans. Consult agents to solve cases within SLAs
• Ensure daily processes/ contact center operation to meet KPIs and SLAs
• Ensure operation support provided to meet customer requirement.
• Ensure all CC staffs are working effectively and following company service process
• Ensure proper notification/ escalation of service activities are followed SLA
• Handle the other jobs as assigned