Call Center Supervisor
Customer Services Administrator Information
Work with line manager to support agents and maximize customer satisfaction.
Liaise with the HR department to hire, train, and prepare call centre agents to respond
to customer questions and complaints and troubleshoot problems with services or
Ensure agents understand and comply with all call centre objectives, performance
standards, and policies.
Answer agents’ questions regarding best practices or difficult calls.
Identify operational issues and suggest possible improvements.
Monitor and evaluate agent’s performance, provide learning or coaching
opportunities, and taking corrective action, if necessary.
Prepare reports and analyze data to assist in determining call centre goals.
Recognize, document and alert the supervisor of trends in customer calls, emails or
Maintain call center database by entering and verifying information; updating contact