Supervisor
TalkAgent
Total years of experience :3 years, 5 Months
As a Supervisor in a call center, my primary responsibility is to oversee and manage the daily operations of the customer service team. I provide leadership, guidance, and support to a team of Customer Service Representatives (CSRs) to ensure high-quality customer service delivery and achievement of performance goals.
One of my key roles is to monitor and evaluate the performance of the CSRs. I regularly review their calls, provide constructive feedback, and offer coaching and training to improve their skills and performance. I set clear expectations and goals, and I work closely with the team members to help them meet and exceed those goals. As a Supervisor, I am also responsible for handling complex or escalated customer inquiries or complaints. I work closely with the CSRs to resolve challenging situations, providing guidance and support to ensure swift and satisfactory resolutions. Overall, as a Supervisor in a call center, my focus is on leading and supporting a team of CSRs to provide excellent customer service, optimize efficiency, and drive customer satisfaction. I thrive in a fast-paced environment, and I am committed to fostering a positive and productive team culture while delivering exceptional results.