Customer Support Supervisor

Manage a team of call centre agents
Monitor and evaluate agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
Motivate and encourage agents through positive communication and feedback
Be available to affect the entirety of the team’s operations
Manage by walking around. Be visible to answer questions
Take calls that your agents can’t handle and be available when an agent appears to need assistance
Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
Prepare reports and analyse data to assist management as they determine call centre goals
Work with management team members to support agents and maximize customer satisfaction
Prepare monthly/annual results and performance reports
Make sure that the company processes, KPI, procedures are well implemented by the Call centre
Monitor Call centre daily tasks
Handle all Call centre escalations
Monitor and follow up on claim management process
Monitor Refund/coupon process
Monitor the right follow up on delayed orders
Assist and handle claims
cover Call Center tasks if there are absences or shortage
Prepare a periodically Claims report, including: repetitive claims, suggested corrective actions, suggested preventive action
Notify management of any internal process deviation, or if any improvement is needed
Escalate system bugs, APP issues to related departments

Good knowledge of Uzbek, English and Russian languages
Call centre, customer service, or supervisory experience required
Outstanding communication and negotiation abilities
Proficiency with technology, especially software applications, and phone systems
Excellent problem-solving, leadership, and customer service skills
Bachelor Degree education, especially in management, is preferred
Exceptional verbal and written communication skills
Strong understanding of company products, policies, and services
Ability to coach, train, and motivate employees and evaluate their performance
Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours

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