EP Management and Consultancy Service
Descrição da Vaga
The Call Center Supervisor is responsible for overseeing daily call center operations, ensuring high-quality customer service, operational efficiency, and compliance with internal policies and service standards. This role involves supervising agents, monitoring performance, handling escalations, and ensuring that customer interactions align with the company’s Digital’s service excellence and regulatory requirements.
Responsabilidades
- Conduct regular performance reviews, one-on-one meetings, and provide constructive feedback for agent development
- Monitor attendance, schedule adherence, and manage daily staffing to ensure optimal coverage for all channels
- Ensure all customer interactions meet the company’s service excellence standards and comply with relevant regulatory requirements, particularly in the financial or telecom sectors
- Oversee the daily operations of the call center, ensuring efficient handling of inquiries, complaints, and requests
- Act as the primary point of escalation for complex customer complaints or technical issues that agents cannot resolve
- Communicate effectively with other departments (e.g., technical support, marketing, finance) to resolve customer issues and provide feedback from the frontline.
Qualificações
- Minimum of 3 years of experience in call centers, with at least 1 year in supervisory roles
- Experience working in structured service environments, preferably within financial services, banking, or telecommunications
- Practical experience using CRM systems to manage customer interactions, cases, and follow-ups
Habilidades e Experiência
- Knowledge of customer service tools and CRM
- Understanding of performance metrics and reporting
- • Ability to supervise multi-channel support environments (voice, email, chat, WhatsApp, etc.)
- Strong leadership and people management skills
- High level of empathy and excellent communication abilities
- Effective conflict resolution and escalation management
- Strong organizational and time-management skills
- Results-driven mindset with focus on continuous improvement
- Ability to motivate teams and maintain high morale under pressure.
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