Call Centre Supervisor

Lead and supervise the call center team to ensure they meet the companys customer service standards.

• Resolving escalated customer complaints and issues in a professional manner

• Resolve complicated customer complaints or disputes that team cannot handle in a professional manner.

• Provide training, feedback and coaching for call center representatives and deal with escalated customer issues.

• Conduct regular reviews of employee performance and manage any disciplinary issues.

• Assisting in the development and implementation of policies and procedures

• Managing staff scheduling to ensure adequate coverage during operating hours (all 3 shifts).

• Collaborating with management on staff hiring, training, and performance evaluations

• Conduct regular audits to ensure the call center is functioning well and meeting all compliance standards.

• Reporting on performance metrics and implementing strategies to improve KPIs

• Analyze data and statistics from call center operations and use them to improve performance and processes.

• Maintaining a high level of knowledge about products or services offered

• Ensure compliance with data privacy regulations and best practices.

• Ensure all equipment status are properly recorded and updated.

Information :

• Company : Schindler Lifts
• Position : Call Centre Supervisor
• Location : Bedok
• Country : SG