A Call Centre Supervisor is a professional who is responsible for managing and overseeing the operations of a call centre. Call centres are facilities that handle incoming and outgoing calls from customers, clients, or other businesses. The main responsibilities of a call centre supervisor include:
Managing a team of call centre agents: The supervisor is responsible for managing the day-to-day operations of the call centre, which includes managing a team of call centre agents.
Providing training and coaching: The supervisor is responsible for providing training and coaching to new and existing call centre agents to ensure that they are able to perform their job effectively.
Setting performance metrics and goals: The supervisor is responsible for setting performance metrics and goals for call centre agents and ensuring that they are met.
Monitoring call centre operations: The supervisor monitors call centre operations to ensure that they are running smoothly and efficiently.
Handling escalated customer issues: The supervisor is responsible for handling escalated customer issues that call centre agents are unable to resolve.
Reporting and analyzing call centre data: The supervisor is responsible for reporting and analyzing call centre data to identify trends and make recommendations for improvement.