Call Centre Supervisor

7 hours ago

Mumbai, India Smart Merchant Service Ltd. Full time

**Company Introduction**:

- Manages and oversees a team of call center agents.
- Motivates and supports agents through feedback and communication.
- Measures KPI’s like inbound calls, call waiting, and call abandonment.
- Assists with taking agents’ calls if they can’t handle the workload.
- Improves quality of results by recommending changes.
- Provides product/service information by answering questions and offering assistance.
- Keep track of employee attendance, and make sure work procedures are complied with.
- Assist in hiring and on boarding new employees.
- Prepares monthly and annual performance reports.
- Creates targets and goals for improvement.

**Call Centre Supervisor Qualifications and Skills**:

- Tech savvy with knowledge of relevant computer programs and telephone equipment
- Ability to remain calm and respectful under pressure
- Exceptional customer service expertise
- Proficiency with the English language
- Strong verbal and written communication skills
- Organizational skills and attention to detail
- Familiarity with quality assurance and data analysis software
- Excellent negotiation and problem-solving skills

**Education and Experience Requirements**:

- High school diploma or equivalent
- At least [number] years of working in customer service, a supervisory role, or in a call centre is required
- Experience with coaching, training, and motivating employees is required.

**Job Types**: Full-time, Regular / Permanent, Fresher

**Salary**: ₹30,000.00 - ₹40,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Food provided
- Health insurance
- Leave encashment
- Life insurance

Schedule:

- Night shift
- US shift

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Ahmedabad, Gujarat: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (preferred)

**Experience**:

- Sales (preferred)
- total work (preferred)

**Language**:

- English (required)

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