Contact Center Supervisor

About the role

The Contact Center Supervisor will lead a team of agents, ensuring daily operations run smoothly while meeting service quality standards. You will coach staff, monitor performance, and handle escalated customer issues to maintain high satisfaction levels.

Key responsibilities

• Supervise and support agents in their daily activities.
• Monitor team performance, productivity, and key performance indicators (KPIs).
• Provide coaching, regular feedback, and performance reports.
• Ensure compliance with scripts, procedures, and quality standards.
• Manage attendance, schedule adherence, and workload distribution.
• Handle escalated or complex customer cases.
• Identify performance gaps and implement corrective actions.
• Organize team briefings, updates, and daily activities.
• Escalate operational issues and ensure timely resolution.

Required profile

• Previous experience in a call center, customer service, or team leadership role.
• Supervisory experience is an advantage.
• Strong leadership, communication, and problem‑solving abilities.
• Ability to work with KPIs, targets, and performance data.
• Professional handling of escalations and challenging situations.

Required skills

• CRM systems
• Call‑center software