Call Center Supervisor

About the role

We are looking for an experienced Operations Supervisor to lead the day‑to‑day activities of our call centre. The successful candidate will ensure smooth workflow, high customer satisfaction, and strong team performance while managing schedules and monitoring key performance metrics.

Key responsibilities

• Oversee a team of call centre agents, providing coaching and performance feedback.
• Manage shift schedules, including weekends and afternoon shifts.
• Track and analyse call centre metrics to identify trends and areas for improvement.
• Prepare regular reports on team progress and performance.
• Maintain high standards of communication and problem‑solving with customers.

Required profile

• Minimum of 1 year experience in a supervisory role within a call centre or similar environment.
• Strong leadership, interpersonal and communication skills.
• Ability to work under pressure, meet deadlines and handle fast‑paced environments.
• Proven track record of coaching and developing team members.

Required skills

• Proficiency with call centre software and performance metrics.
• Experience using Slack and other communication platforms.