Call Center Supervisor

Qualifications & Competencies

- High school diploma or equivalent, but more education, especially in management, is preferred.

- Call center, customer service, or supervisory experience may be required.

- Proficiency with technology, especially computers, software applications, and phone systems.

- Exceptional verbal and written communication skills.

- Strong understanding of company products, policies, and services.

Responsibilities

- Scheduling.

- Animation of a team of teleoperators.

- Analyze the quality of service by implementing the necessary tools (statistics, average call time, problem resolution).

- Implementation of corrective and preventive actions in the event of a drop in monitoring indicators.

- Guarantor of the service provided to his team.

- Driving productivity.

- Identify potential problems and ensure feedback to managers.

- Ensure compliance with company rules, develop the skills of advisors and strengthen adherence to the company's policy.

Requirements

- BACC+3 in Management, Communication, Management or similar fields.

- Perfect command of French (spoken, read, written).

- Proficiency in CRMs and predictive software.

- Experiences as a Call Center Supervisor.
Rigorous, organized and responsive.

- Sense of contact and interpersonal skills.

- Dynamic and enterprising.

- Available, able to work flexible hours.

- Have a sense of responsibility, pedagogy and diplomacy.