Call Center Supervisor

We are seeking a results-driven Call Center Supervisor with strong leadership and operational expertise to manage daily call center operations. The ideal candidate will have minimum 3 years supervisory experience and hands-on TrackCare system experience , ensuring high-quality service delivery and efficiency.

✅ Key Responsibilities

• Monitor KPIs (abandonment rate, calls waiting, AHT, adherence, occupancy)
• Reduce abandoned calls and no-show rates
• Support inbound/outbound calls during high-volume periods
• Handle escalations and customer complaints
• Identify operational gaps and drive continuous improvement
• Prepare monthly and annual performance reports
• Keep management informed of risks and challenges

👥 Leadership & Team Management

• Train, coach, and supervise call center ambassadors
• Provide ongoing feedback, coaching, and corrective actions
• Ensure compliance with policies, attendance, and performance standards
• Motivate teams and promote engagement and productivity
• Collaborate with supervisors and management to enhance customer satisfaction

🎓 Education & Experience

• Bachelor’s Degree
• Minimum 3 years’ experience as a Call Center Supervisor
• Mandatory TrackCare system experience

Skills & Competencies

• Strong leadership and people-management skills
• Excellent communication & problem-solving abilities
• Professional, organized, and adaptable in fast-paced environments
• Proficient in call center systems (TrackCare)
• Bilingual skills preferred