Contact Center Supervisor

About the role

We are looking for a proactive Contact Center Supervisor to lead a dynamic team of customer service agents. You will be responsible for driving performance, ensuring high‑quality interactions, and fostering a culture of ownership and professionalism.

Key responsibilities

• Communicate the company’s vision, values, and policies while encouraging accountability.
• Monitor productivity, maintain performance reports, and ensure schedule adherence.
• Coach and develop employees through feedback, training, goal setting, and recognition.
• Handle employee relations, resolve conflicts, and promote a collaborative work environment.
• Ensure exceptional customer service, manage escalations, and meet quality and satisfaction targets.
• Maintain deep product and process knowledge to provide accurate information and efficient issue resolution.
• Identify process improvement opportunities and implement solutions to enhance efficiency.
• Utilize Microsoft Office Suite and operational software for reporting and daily operations.
• Build strong stakeholder relationships and support account requirements.

Required profile

• Master’s or Bachelor’s degree in Business Administration, Commerce, or a related field.
• Strong communication and people‑management abilities.
• Experience in a contact‑center environment is preferred.

Required skills

• Proficiency with CRM tools.
• Advanced MS Excel skills.
• Experience using contact‑center platforms.
• Competence in Microsoft Office Suite.