Superviseur, centre d’appels
Core
Supervising call center agents to ensure operational efficiency and team performance within a customer service department.
Role type
Call Center Team Lead / Supervisor
Builds
Customer service operations and agent performance
Domain
Automotive recycling / Customer support
Deliverable
Dashboards & analysis
Required skills
Team coaching, performance management, scheduling, quality assurance monitoring, process improvement, reporting
Preferred skills
Call center systems knowledge
Responsibilities
Monitor agent performance against standards, set team performance goals, coach and mentor employees, supervise live and recorded calls, evaluate team efficiency, manage work schedules, prepare management reports, identify process improvements
Seniority
Mid-level, hands-on management
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