Contact center supervisor

Responsibilities:
Manage day to day operations within the contact centre to ensure seamless operations.
Manage agents to resolve all queries and provide them with necessary guidance to solve complicated cases
Review analysis of resolved cases prepared by senior agents and communicate/escalate with internal sections and Business Units.
Identify various means to measure customer satisfaction and improve services

Identify the enquiries and queries received by other departments and business units and delegate tasks and responsibilities to team members.
Manage & ensure current contact centre / back-office technologies are relevant and updated to ensure seamless operations.
Ensure that the contact centre objectives and KPIs are aligned with organisations strategy.
Work on projects, as a subject matter expert
Minimum Qualifications/Certificate:Education Qualification :
Post graduate degree/diploma in management
Training programs in customer service and employee supervision provided by the company
Special certification relevant to the industry