Call Center Supervisor:

the primary responsibilities of the role are as follows:

Taking the daily briefing of the team and motivate the team members.

Share daily and weekly targets with the team and work together to help them achieve them.

To supervise the team performing data entry/ Inbound / Outbound Calling and responsible for daily sales and business growth.

Coordinate with offshore teams to improve sales and customer experience.

Taking Escalation calls and maintaining complaints tracking.

Manage day-today operations for multiple contact centres.

Monitor and Manage Queue, Break adherence, AHT and productivity of the teams.

Drive performance management effectively to improve customer experience and sales.

Reward and recognize team and individual performance.

Monitor and improvise (Inbound/Outbound) quality of daily calls by conducting quality audits.

Design and develop effective training modules to improvise individual performance.

Implement continuous training program for the executives to ensure they successfully achieve set targets and quality scores.

Prepare MIS and circulate with the management.

Monitor, manage and improve shrinkages to reduce loss of production time and improve revenue.

Present Monthly targets to the leadership and weekly review against the targets.

Skills:

Ø Sales Skills

Ø Clear understanding of call centre operations

Ø Leadership Skills

Ø Strong Oral and Written Communication Skills

Ø Results-Oriented

Ø Working knowledge of Excel, Power point and word.

Ø Punctuality and Integrity.

Ø English to be mandatory second language with proficiency of B2 level.

呼叫中心主管：
该职位的主要职责如下：
主持团队每日例会，激励团队成员。
与团队分享每日和每周目标，并共同努力帮助他们实现这些目标。
监督团队执行数据录入、入站和出站呼叫业务，并负责日常销售及业务增长。
与离岸团队协作，提升销售业绩和客户体验。接听升级电话并跟踪投诉。
管理多个联络中心的日常运营。
监控并管理团队的队列、休息时间遵守情况、平均工时（AHT）及生产效率。
有效实施驱动绩效管理，提升客户体验与销售业绩。
奖励和认可团队和个人的绩效。
通过开展质量审计，监控并即时优化（入站/出站）日常通话质量。
设计并开发有效的培训模块，以提升个人绩效。
为高管实施持续培训计划，确保他们成功达成既定目标和质量评分。
准备MIS并与管理层沟通。
监控、管理并改善收缩率，以减少生产时间损失并提高收入。
向领导层汇报月度目标，并每周进行目标执行情况的回顾。
技能
 销售技能  清晰理解呼叫中心运营  领导力技能  出色的口头和书面沟通能力  结果导向  具备Excel、PowerPoint和Word的使用知识。
 守时和诚信。
 英语为必修第二语言，需达到B2级别。