Customer Support Supervisor

Job description

  • 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

Job requirements

  • 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