Supervisor/A Contact Center
Core
Supervise daily operations of a medical gas company's Contact Center, managing agents, monitoring KPIs, and ensuring service quality.
Role type
Contact Center Supervisor
Builds
Contact Center operations for medical gas distribution
Domain
Healthcare / Medical Gases
Deliverable
dashboards & analysis
Required skills
Team management, KPI monitoring, Call quality assurance, Agent coaching, Process compliance, Excel reporting
Preferred skills
SAP proficiency, Prosodie code certification
Technologies
SAP, Prosodie, Excel
Responsibilities
Manage agent scheduling and rotation, Monitor daily KPIs (TMO, calls handled, productivity), Ensure call quality and process compliance, Coach and evaluate agent performance, Conduct call listening and provide feedback, Resolve agent queries and escalate complex issues.
Seniority
Junior to Mid-level, hands-on IC