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Job briefWe are looking for a competent Call center supervisor to organize and direct the staff of our call center. You will be responsible for assessing their work and give them feedback to maximize performance.An excellent call center supervisor must have customer service and supervisory experience. The ideal candidate must possess great communication skills and be able to lead and motivate. You will be organized and reliable as well as results-oriented.The goal is to achieve drive excellent performance from your team that will bring sustainable business growth.ResponsibilitiesAssist in the formulation of targets for individuals and teamsHire and onboard new employeesAnswer questions from staff and provide guidance and feedbackAnticipate escalation and take over calls when neededDevise ways to optimize procedures and keep staff motivatedMeasure performance with key metrics such as call abandonment, calls waiting, etc.Ensure adherence to policies for attendance, established procedures, etc.Keep management informed on issues and problemsPrepare monthly/annual results and performance reportsRequirementsProven experience as call center supervisor or similar supervisory positionExperience in customer service is essentialProficient in English; Good knowledge of additional languages will be a definite plusWorking knowledge of MS OfficeTech-savvy with knowledge of telephone equipment and relevant computer programsKnowledge of performance evaluation proceduresOutstanding communication and negotiation abilitiesA results-oriented approachExcellent organizational and leadership skillsAbility to work under pressureHigh school diploma. Skillset Required: MS Office, Tech Savvy, results orientated, vendor negotiating skill, organisational skill, leadership and team management, customer service skill, computer programs