Call Center Supervisor

2 days ago

Bhowanipore Kolkata West Bengal, India Weave Communications & Events Full time

**1. Strategy & Setup**
- Setup a call centre division within the agency.
- Recommend and implement the right call centre software (e.g., cloud-based telephony, CRM, dialers).
- Work with IT and admin teams to ensure infrastructure, data security, and compliance.

**2. Team Building & Operations**
- Recruit, train, and manage a team of call centre agents and team leads.
- Create call scripts, pitch decks, training material, and SOPs for quality assurance.
- Establish KPIs, SLAs, and agent performance metrics.

**3. Daily Supervision & Quality Control**
- Oversee daily operations and ensure agent adherence to scripts, targets, and timelines.
- Monitor call quality, provide coaching, and implement corrective actions.
- Handle escalations and maintain a high level of service excellence.

**4. Reporting & Analytics**
- Generate and analyze reports on call volumes, conversions, agent productivity, and campaign ROI.
- Share performance insights with internal and client teams as needed.
- Optimize processes based on analytics and client feedback.

**5. Client Coordination**
- Work closely with the creative teams to align call centre efforts with campaign goals.
- Understand client business objectives and tailor calling strategies accordingly.
- Present performance reports and offer consultative inputs to improve outreach.

**Required Skills & Qualifications**
- Proven experience (5+ years) in call centre management (preferably in both inbound and outbound operations).
- Strong understanding of call centre software (e.g., Freshdesk, Zoho Desk, Ameyo, Exotel, Aircall, etc.).
- Familiarity with CRM platforms (e.g., Salesforce, HubSpot).
- Ability to create and monitor dashboards and agent productivity metrics.
- Excellent leadership, communication, and problem-solving skills.
- Experience in client-facing roles and managing multi-industry campaigns is a plus.
- Bachelor’s degree in Business, Communications, or related field.

**Job Types**: Full-time, Permanent

Pay: ₹25,000.00 - ₹35,000.00 per month

Schedule:

- Monday to Friday

Supplemental Pay:

- Performance bonus
- Yearly bonus

Application Question(s):

- Can you setup a call centre with your capabilities within this creative agency?

**Experience**:

- Call centre: 4 years (required)

**Language**:

- English & Hindi (required)

Work Location: In person

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