Call Center Supervisor

As part of a rapidly growing company and reporting to the Director of Customer Service, the Call Center Supervisor is responsible for overseeing call center agents, ensuring smooth daily operations, and driving overall team performance.

The incumbent will guide and motivate the team through coaching, mentoring, and regular feedback to help achieve performance objectives. The role also supports operations and handles more complex situations as needed.

What you're responsible for:

• Ensuring agents’ performance meets established standards and objectives
• Setting team performance goals and clearly communicating expectations
• Participating in employee development through coaching, mentoring and assessing training needs
• Monitoring live or recorded calls to ensure quality standards are maintained
• Evaluating and measuring team effectiveness and performance
• Planning and managing work schedules
• Preparing reports as required for management
• Proactively identifying areas for improvement and proposing value-added ideas or innovations to enhance or streamline work processes
• Performing any other related duties as required