Contact Center Supervisor

JOB PURPOSE

The Contact Center Supervisor at Digikala is responsible for overseeing the daily operations of the contact center. This role involves managing a team of Team Heads, ensuring high-quality customer service, and meeting performance targets. The Contact Center Supervisor reports directly to the Contact Center Senior Supervisor and plays a crucial role in maintaining efficient and effective customer support operations.

Description

•  Team Leadership: Directly supervise and support a team of Team Heads and agents, providing guidance, training, and performance feedback.
•  Performance Management: Monitor and evaluate the performance of the contact center agents, ensuring that service levels and targets are met.
•  Quality Assurance: Contribute to quality assurance processes to ensure high standards of customer service KPIs.
•  Problem Resolution: Address and resolve escalated customer issues and complaints in a timely and effective manner.
•  Reporting: Prepare and present regular reports on team performance, customer feedback, and operational metrics to the Contact Center Senior Supervisor and manager.
•  Process Improvement: Identify areas for improvement in contact center processes and implement changes to enhance efficiency and customer satisfaction.
•  Training and Development: Organize and conduct training sessions for new and existing staff to ensure they are equipped with the necessary skills and knowledge.
•  Compliance: Ensure that all contact center activities comply with company policies, relevant regulations and KPI targets.


QUALIFICATIONS, EXPERIENCE & SKILLS 

•  Education: Bachelor's degree in Business Administration, Management, or a related field.
•  Experience: Minimum of 2 years of experience in a contact center environment, with at least 1 year in a supervisory (Team-head or Supervisor) role.
•  Strong leadership and team management skills.
•  Excellent communication and interpersonal abilities.
•  Proficiency in contact center KPIs and CRM systems.
•  Analytical and problem-solving skills.