Contact Center Supervisor

Responsibilities:
• Provide helpful feedback and positive communication to motivate contact centre agents to minimize agent attrition rate.
• Identify the enquiries and queries received by other departments and business units and delegate tasks and responsibilities to team members.
• Provide intensive and on-going training and coaching on performance to the Contact Centre staff
• Active involvement in the recruitment & selection process of CC staff, as well as the ongoing management of these staff
• Manage agents to resolve all queries and provide them with necessary guidance to solve complicated cases
• Manage day to day operations within the contact centre to ensure seamless operations.
• Assist the senior of the Contact centre to devise plans to ensure seamless contact centre operations.
• Identify various means to measure customer satisfaction and improve services
• Promote new Innovative ways of working and facilitate change to support at all levels of the services
• Form relationships across all levels of the business, engaging employees and managers, coaching and mentoring in continuous improvement activities to develop the culture of continuous improvement.
• Mentor and ensure smooth induction of new hires
• Constantly review the call handling procedure to ensure eliminating the unnecessary actions on the call, which reduce the call handling time and increase the service level and stake holders satisfaction
• Review analysis of resolved cases prepared by senior agents and communicate/escalate with internal sections and Business Units.