Contact Centre Supervisor

Reports Directly to:  Contact Center Assistant Manager 

Position Overview: 

The Contact Center Supervisor will oversee and assist contact center employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.  

Requirements

• Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to the quality of service.  

• Trains new employees in the company’s customer service policies, procedures, and best practices. 

• Organizes and oversees the schedules and work of assigned customer service representatives. 

• Conducts performance evaluations that are timely and constructive. 

• Handles discipline and termination of employees as needed and in accordance with company policy.  

• Promptly requests approval for necessary staffing adjustments to management in order to meet daily productivity goals. 

• Monitors or reviews calls or other correspondence between representatives and customers. 

• Ensures that representatives are informed about changes to company products and services. 

• Collects data and prepares reports on customer complaints and