Superviseur (H/F) - Bilingue - Français/Anglais
Core
Day-to-day supervision of a call center team to ensure performance metrics and service quality are achieved.
Role type
Team Leader, Operations (Call Center)
Builds
Call center operations for client companies
Domain
Customer Experience / BPO
Deliverable
dashboards & analysis
Required skills
Team leadership, performance coaching, KPI tracking, operational support, meeting facilitation, client escalation handling
Preferred skills
Ability to work under pressure, multitasking, prioritization, team development, flexibility with variable hours
Technologies
Call center systems (implied)
Responsibilities
Daily team supervision, coaching associates to meet targets, identifying performance gaps and implementing action plans, ensuring service quality and KPI achievement, supporting escalated customer calls, leading team meetings
Seniority
Individual Contributor, Mid-level