Resolution Specialist in Contact Center managing high volume customer inquiries via phone and chat. Collaborating with associates to resolve issues in a customer - focused environment.
About the role
- Call Center Supervisor overseeing customer service team operations and performance metrics. Focused on coaching agents and enhancing customer satisfaction in a telecommunication firm.
Responsibilities
- Supervise and support a team of call center agents.
- Monitor call metrics (AHT, FCR, CSAT, etc.) and ensure service level agreements (SLAs) are met.
- Conduct regular performance reviews and provide coaching and feedback.
- Handle escalated customer issues and resolve complaints professionally.
- Schedule shifts and manage workforce planning to ensure coverage.
- Collaborate with other departments to resolve customer issues.
- Prepare daily/weekly/monthly reports on team performance.
- Train new hires and ensure ongoing development of team members.
- Implement process improvements to enhance customer experience and efficiency.
Requirements
- Bachelor’s degree in Business, Communications, or related field (preferred).
- 2–4 years of experience in a call center environment, with at least 1 year in a supervisory role.
- Strong leadership and team management skills.
- Excellent communication and problem-solving abilities.
- Familiarity with CRM systems and call center software.
- Ability to work under pressure and manage multiple priorities.
Benefits
- Five working days (in rotation)
- Eight hours of work (in rotation)
- The first shift begins at 8 AM, while the final shift concludes at 4 AM
- Must be available to work from home during night shifts
- Opportunities for learning and development
- Defined career progression
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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