Contact Center Supervisor

Job Summary

A company is looking for a Contact Center Supervisor to oversee daily operations and ensure high-quality customer service.

Key Responsibilities

• Oversee daily operations of the contact center, ensuring efficient handling of customer interactions
• Monitor key performance indicators (KPIs) and provide coaching and feedback to agents
• Handle escalated customer issues and conduct performance audits and feedback sessions

Required Qualifications

• Bachelor's degree in Business Administration, Management, Communications, or a related field
• Minimum of 5 years of experience in operations or contact center management, including 5 years in a leadership role
• Proven record in managing operations and omnichannel contact centers
• Experience working with external vendors and BPOs
• Good understanding of contact center technologies and omnichannel platforms