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Call Center Supervisor:
the primary responsibilities of the role are as follows:
Taking the daily briefing of the team and motivate the team members.
Share daily and weekly targets with the team and work together to help them achieve them.
To supervise the team performing data entry/ Inbound / Outbound Calling and responsible for daily sales and business growth.
Coordinate with offshore teams to improve sales and customer experience.
Taking Escalation calls and maintaining complaints tracking.
Manage day-today operations for multiple contact centres.
Monitor and Manage Queue, Break adherence, AHT and productivity of the teams.
Drive performance management effectively to improve customer experience and sales.
Reward and recognize team and individual performance.
Monitor and improvise (Inbound/Outbound) quality of daily calls by conducting quality audits.
Design and develop effective training modules to improvise individual performance.
Implement continuous training program for the executives to ensure they successfully achieve set targets and quality scores.
Prepare MIS and circulate with the management.
Monitor, manage and improve shrinkages to reduce loss of production time and improve revenue.
Present Monthly targets to the leadership and weekly review against the targets.

Skills:
? Sales Skills
? Clear understanding of call centre operations
? Leadership Skills
? Strong Oral and Written Communication Skills
? Results-Oriented
? Working knowledge of Excel, Power point and word.
? Punctuality and Integrity.
? English to be mandatory second language with proficiency of B2 level.
呼叫中心主管：
該職位的主要職責如下：
主持團隊每日例會，激勵團隊成員。
與團隊分享每日和每周目標，并共同努力幫助他們實現(xiàn)這些目標。
監(jiān)督團隊執(zhí)行數(shù)據(jù)錄入、入站和出站呼叫業(yè)務，并負責日常銷售及業(yè)務增長。
與離岸團隊協(xié)作，提升銷售業(yè)績和客戶體驗。接聽升級電話并跟蹤投訴。
管理多個聯(lián)絡中心的日常運營。
監(jiān)控并管理團隊的隊列、休息時間遵守情況、平均工時（AHT）及生產(chǎn)效率。
有效實施驅動績效管理，提升客戶體驗與銷售業(yè)績。
獎勵和認可團隊和個人的績效。
通過開展質量審計，監(jiān)控并即時優(yōu)化（入站/出站）日常通話質量。
設計并開發(fā)有效的培訓模塊，以提升個人績效。
為高管實施持續(xù)培訓計劃，確保他們成功達成既定目標和質量評分。
準備MIS并與管理層溝通。
監(jiān)控、管理并改善收縮率，以減少生產(chǎn)時間損失并提高收入。
向領導層匯報月度目標，并每周進行目標執(zhí)行情況的回顧。
技能
? 銷售技能 ? 清晰理解呼叫中心運營 ? 領導力技能 ? 出色的口頭和書面溝通能力 ? 結果導向 ? 具備Excel、PowerPoint和Word的使用知識。
? 守時和誠信。
? 英語為必修第二語言，需達到B2級別。