Contact Center Supervisor
ការពិពណ៌នាការងារ
Team Leadership & Coaching:
* Supervise, mentor, and motivate a team of contact center agents.
* Conduct regular coaching sessions, performance reviews, and on-the-job training.
* Develop training materials and standard operating procedures.
Operational Management:
* Monitor call volumes, wait times, and service levels; adjust staffing and schedules to meet SLAs.
* Ensure adherence to scripts, quality standards, and compliance requirements.
Quality Assurance & Reporting:
* Evaluate call recordings and provide feedback to improve agent performance.
* Generate daily/weekly reports on key metrics: average handle time, first-call resolution, CSAT, and adherence.
Process Improvement:
* Analyze performance data and customer feedback to identify training needs and workflow enhancements.
* Recommend and implement process changes to improve efficiency and service quality.
Escalation & Issue Resolution:
* Handle escalated customer issues that agents cannot resolve.
* Coordinate with backend support, product, and compliance teams for complex cases.
Cross-Functional Collaboration:
* Partner with IT/Technical Support to resolve system issues affecting customer service.
Job Requirements
• Bachelor’s degree or equivalent experience.
• 3–5 years’ experience in a call center or contact center environment, including 1–2 years
in a supervisory role.
• Strong leadership, coaching, and people-management skills.
• Proficiency with call center technologies and CRM systems (e.g., Zendesk, Five9).
• Excellent communication skills in English and Chinese.
• Analytical mindset with ability to interpret performance metrics.
• Customer-focused attitude with ability to handle escalations professionally.
