Jakarta International Customer Service Institute (JICSI)

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JC-Call Center Supervisor

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Call Center Supervisor

Job Summary

  • Assisting in the formulation of targets for individuals and teams.
  • Hiring and onboarding new employees.
  • Answering questions from staff and providing guidance and feedback.

 

Responsibilities:

  • Assist in the formulation of targets for individuals and teams.
  • Hire and onboard new employees.
  • Answer questions from staff and provide guidance and feedback.
  • Anticipate escalation and take over calls when needed.
  • Devise ways to optimize procedures and keep staff motivated.
  • Measure performance with key metrics such as call abandonment, calls waiting etc.
  • Ensure adherence to policies for attendance, established procedures etc.
  • Keep management informed on issues and problems.
  • Prepare monthly/annual results and performance reports.

Requirements:

  • Proven experience as call center supervisor or similar supervisory position.
  • Experience in customer service is essential.
  • Proficient in English; Good knowledge of additional languages will be a definite plus.
  • Working knowledge of MS Office.
  • Tech savvy with knowledge of telephone equipment and relevant computer programs.
  • Knowledge of performance evaluation procedures.
  • Outstanding communication and negotiation abilities.
  • A results-oriented approach.
  • Excellent organizational and leadership skills.
  • Ability to work under pressure.
  • High school diploma.
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