Job Summary
The Call Center Supervisor will oversee a team of sales and order processing agents, ensuring high performance in closing sales, processing customer orders, and delivering excellent service. The ideal candidate will drive results, provide coaching and support, and maintain high team morale while achieving business targets.
Key Responsibilities
Supervise, motivate, and lead a team of sales/order processing agents to achieve sales targets and process orders accurately.
Monitor agent performance through KPIs (e.g., sales closed, order accuracy, call quality, customer satisfaction).
Provide regular coaching, feedback, and training to agents to improve sales techniques and customer interaction.
Handle escalated customer issues, complex sales, or order processing challenges.
Monitor real-time operations to ensure prompt response to all customer inquiries and sales opportunities.
Prepare and analyze daily/weekly/monthly performance reports; implement action plans to address performance gaps.
Conduct regular team meetings and one-on-ones to address concerns, share updates, and reinforce goals.
Ensure compliance with company policies, sales scripts, and call center procedures.
Collaborate with other departments (logistics, marketing, customer service) to ensure seamless order fulfillment and excellent customer experience.
Support recruitment, onboarding, and training of new agents as the team grows.
Requirements
Bachelor’s degree or equivalent experience in Business, Marketing, or related field.
Minimum 3-5 years experience in a call center, sales, or customer service role, with at least 2 year in a supervisory or team lead position.
Strong leadership, coaching, and team-building skills.
Proven ability to drive sales results and improve agent performance.
Excellent communication, problem-solving, and organizational skills.
Proficiency in call center software, CRM tools, and Microsoft Office (Excel, Word).
Ability to work under pressure, manage multiple priorities, and adapt to changing business needs.