Call Center Supervisor

Major Development Public Company Limited

Salary negotiable

Posted on 02 Mar 2021

Major Development Public Company Limited

Job Description

Training, and preparing call center representatives to respond to customer questions, complaints, problems with services or products and lead customer to visit site
Contacting potential or existing customers to inform them about a product or service and/or close sales.
Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
Answering agent questions regarding best practices or difficult calls.
Identifying operational issues and suggesting possible improvements.
Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
Preparing reports and analyzing data to assist management as they determine call center goals.
Working with management to support agents and maximize customer satisfaction.

Qualifications

Bachelor's degree or equivalent work experience in service
At least 2 years' experience in call center, telesales or customer service supervisor
Required language proficiency (English or Chinese is a plus)
Knowledge of customer service practices and principles
Superior listening, verbal, and written communication skills
Ability to handle stressful situation appropriately
Ability to coach, train, and motivate employees and evaluate their performance.
Excellent problem solving, leadership, and customer service skills.
Analytical, efficient, and thorough.
Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.