Contact Center Supervisor

About the role

The Contact Center Supervisor will lead a team of agents to ensure high‑quality customer interactions, meet service level targets, and continuously improve the customer experience. This role acts as the primary communication bridge between front‑line staff and management.

Key responsibilities

• Plan and manage daily operations of the contact centre, ensuring schedule adherence.
• Communicate updates and information between management and agents.
• Monitor calls, coach agents, and provide performance feedback.
• Compile and present reports on team performance and customer feedback.
• Escalate critical customer issues and coordinate resolutions with relevant departments.
• Conduct weekly staff meetings and proactively raise operational concerns.
• Handle inbound calls, online inquiries, and email correspondence, aiming for one‑call resolution.
• Document all interactions according to standard operating procedures.

Required profile

• Bachelor’s degree in Business Administration, Communications, or a related field.
• 1‑3 years of experience in administrative or customer‑service roles.
• Demonstrated ability to lead, motivate, and develop a team.
• Strong analytical mindset and ability to work under pressure.
• High sense of responsibility and results‑oriented attitude.

Required skills

• Proficiency with Microsoft Office applications.