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Contact Center Supervisor

June 6, 2025

KEY RESPONSIBILITIES

Responsible of case management and managing Contact Center Operations team to provide services to customers via Telephone.
Oversee Contact Center Operations team performance with a high standard of work that aligns with the objectives or criteria effectively for example Training, Coaching, Monitoring, Quality tracking etc. and assist team with escalated customer issues.
Solve the problem for ABOs/Members and co-operate with related divisions to find the best solution and feedback.
Act as first point of escalation on all issues / problems related to Contact Center Operations team to find solutions to propose to Manager with initial key steps.
Ability to provide right solution of all issues, keep records problem systematically as reference and back up for any emergency/ immediate use.
Define KPIs and manage to access the team of Telephone Customer Service Representatives and knowledge management with individual and team performance to ensure performance and quality standards are meet customer needs and improve the overall customer experience.
Analyze the caller behaviors and manages scheduling of offline Contact Center Operations team workforce with schedule flexibility (ability to flex with the business needs of a contact center environment)
Summarize and report performance results (daily, monthly, and monitoring reports).
Analyze and recommend personal development plan to provide correct skillsets to improve as a whole; Contact Center Operations team both soft / hard skills.
Work closely with management team to provide feedback and identify opportunities for improvement to customer service levels and operational process efficiencies.
Establish and maintain relationships between departments to ensure compliance with all business initiatives. by coordinating with cross functional departments to simplify and smoothly flow of customer solving issues.
Lead to establish and implement action plans, improvement/enhancement of Telephony system (e.g., success measures, performance monitoring process)
Strong management relationships and operations with regional and global.
Develops & improvement plans in response to customer satisfaction surveys or VOC suggestion/complaint
Understand what operations team are facing and being able to support both internal and customers with all possible alternative solutions.
Be a role model in Customer Service team to illustrate professionalism and standard within the organization.
Motivate and encourage agent team through positive communication and feedback.

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