Job Title: Call Center Supervisor
Experience Required: 5+ Years
Department: Call Center / Customer Support
Reporting To: Call Center Operations Head
Job Summary
The Call Center Supervisor is responsible for overseeing day-to-day call center
operations, ensuring service quality, optimizing processes, and supporting team
development. The role involves monitoring performance metrics, coaching agents,
managing systems, and ensuring adherence to quality and operational standards.
Key Responsibilities
1. Operations Management
Supervise daily operations of the call center, including managing call
center agents (Sr. Agents and Executives)
Monitor key performance indicators such as call volume, Average Handle
Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT)
Prepare duty rosters and manage staffing to ensure optimal coverage and service levels
Ensure smooth functioning of inbound and outbound call processes
Support resource utilization and assist in maintaining operational efficiency
2. Quality Assurance
Monitor live and recorded calls to ensure compliance with defined quality standards and protocols
Ensure timely opening and closing of daily operations of the department
Conduct regular call audits and share structured feedback with agents
Provide on-the-job coaching to improve communication, accuracy, and service delivery
Track customer feedback and ensure corrective actions are implemented
3. Systems & Processes
Ensure effective use of CRM and call management systems by the team
Identify process gaps and recommend improvements to enhance efficiency and reduce turnaround time
Coordinate with IT for system-related issues, updates, and implementation of new tools
Maintain accurate records and generate reports for performance tracking
Support data-driven decision-making through regular analysis of call center metrics
4. Training & Development
Assist in onboarding and training of new call center staff
Conduct refresher training sessions on processes, communication skills, and system usage
Identify individual and team training needs based on performance reviews
Provide performance-based coaching and mentoring
Evaluate effectiveness of training through performance improvement tracking
5. Escalation & Coordination
Handle customer escalations and ensure timely resolution
Coordinate with internal departments for query resolution and service improvement
Ensure adherence to organizational policies, SOPs, and regulatory requirements
Key Skills & Competencies
Strong team handling and supervisory skills
Good analytical and problem-solving abilities
Effective communication and interpersonal skills
Proficiency in CRM systems, call center tools, and MS Office
Process-oriented mindset with focus on continuous improvement
Strong customer service orientation
Educational Qualification
Graduate in any discipline (preferred: Management / Healthcare Administration)
Preferred Experience
5+ years of experience in call center/customer support
At least 3 years in a supervisory or team handling role
Experience in healthcare or service industry (preferred)
Key Performance Indicators (KPIs)
Team productivity and adherence to schedules
AHT, FCR, CSAT scores
Call quality audit scores
Escalation management efficiency
Training effectiveness and team improvement
Can Apply -7428898837
Healthcare Industry candidate prefered
Pay: ₹30,000.00 - ₹40,000.00 per month
Benefits:
Work Location: In person
