Call Center Supervisor & Team Leader

Role Description

This is a full-time, on-site role located in Ahmedabad for a Call Center Supervisor & Team Leader. Responsibilities include leading and managing a team of call center agents to achieve performance targets, ensuring high levels of customer satisfaction, mentoring and coaching team members, monitoring call metrics, and implementing strategies to improve efficiency.

The role also involves analyzing data, addressing escalated issues, and collaborating with other departments to enhance the overall customer experience.

Qualifications

• Strong Supervisory and Team Management skills to lead and motivate a team effectively.
• Proven ability in ensuring Customer Satisfaction and addressing customer needs with professionalism.
• Excellent Analytical Skills for performance evaluation, reporting, and process optimization.
• Exceptional Communication skills to convey clear instructions and to manage internal and external stakeholders efficiently.
• Experience in a leadership role within a call center or customer service environment is preferred.
• Knowledge of call center technologies and tools is advantageous.
• Bachelor's degree in Business, Management, or a related field is preferred.