Call Center Supervisor - SAT

Call Center Supervisor

Join our dynamic team at OneTouch Direct, a leader in providing comprehensive contact center solutions to Fortune 500 companies. We pride ourselves on delivering exceptional service while cultivating a supportive and engaging workplace culture. We are currently seeking an experienced Call Center Supervisor to oversee our operations and be a pivotal part of our continued growth.

As a Call Center Supervisor, you will be responsible for managing a team of customer service agents, ensuring optimal performance, and maintaining high levels of employee engagement. You will play a crucial role in driving key performance indicators and contributing to our mission of excellence in service delivery.

Key Responsibilities :

• Lead and supervise a team of call center agents, ensuring adherence to policies and optimum performance.
• Monitor, analyze, and report on team performance metrics, identifying areas for improvement.
• Conduct regular coaching sessions and training to foster employee development and motivation.
• Develop and implement strategies to achieve performance targets and enhance operational efficiency.
• Ensure high levels of customer satisfaction through effective management of service delivery.
• Handle escalated customer queries and resolve complex issues as they arise.
• Collaborate with upper management to align departmental goals with organizational objectives.