Call center supervisor

2 weeks ago

Vaughan, Ontario, Canada Merit Services Full time


Job Responsibilities

  • Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
  • Answering agent questions regarding best practices or difficult calls.
  • Identifying operational issues and suggesting possible improvements.
  • Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
  • Preparing reports and analyzing data to assist in management as they determine call center goals.
  • Working with other supervisors and management team members to support agents and maximize customer satisfaction.
  • Training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.

Job requirements

  • Must have 3 years of experience in call center supervisor roles and know the full cycle call center supervisor roles and responsibilities.
  • High school diploma or equivalent, but more education, especially in management, is preferred.
  • Call center, customer service, or supervisory experience is required.
  • Proficiency with technology, especially computers, software applications, and phone systems.
  • Exceptional verbal and written communication skills.
  • Strong understanding of company products, policies, and services.
  • Ability to coach, train, and motivate employees and evaluate their performance.
  • Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

Skills required

  • Excellent problem-solving, leadership, and customer service skills.
  • Analytical, efficient, and thorough

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