Call Center Representative

Job Title: Call Center Representative

Job Summary:

We are seeking a hands-on and team-oriented Call Center Representative (Supervisor Level) to oversee frontline operations and support the performance of a call center team. This role is ideal for professionals with leadership experience in a call center or customer service setting who are ready to take responsibility for guiding agents, monitoring service quality, and ensuring consistent delivery of excellent customer support.

Key Responsibilities:

• Team Supervision:
  Supervise a team of call center agents during shifts to ensure proper workflow and coverage.
  Act as the first point of contact for agent questions, escalations, and day-to-day support.

• Performance Monitoring:
  Track and assess agent performance using key metrics (e.g., call volume, resolution time, CSAT).
  Provide regular feedback and coaching to improve individual and team outcomes.

• Scheduling & Shift Management:
  Assist in creating schedules, managing attendance, and ensuring appropriate staffing during peak hours.
  Coordinate shift handovers and ensure smooth communication between teams.

• Customer Service Quality:
  Ensure agents are delivering high-quality service by following scripts, policies, and support protocols.
  Conduct spot checks, call reviews, and support quality assurance initiatives.

• Issue Escalation & Resolution:
  Manage customer escalations professionally and work to resolve issues that frontline agents cannot handle independently.
  Liaise with higher-level managers for complex concerns or policy decisions.

• Training & Onboarding Support:
  Help onboard new agents and provide ongoing support for training initiatives.
  Ensure team members are up to date with current procedures, systems, and service standards.

Required Qualifications:

• Bachelor’s degree or diploma in Business Administration, Communications, or a related field

• 3–5 years of experience in a call center or customer support environment

• Previous experience in a team lead or supervisory role preferred

• Proficient with call center and CRM tools (e.g., Zendesk, Freshdesk, Salesforce)

Skills & Competencies:

• Strong leadership and people skills

• Effective communicator and motivator

• Detail-oriented with a focus on service quality

• Able to multitask and work well in a fast-paced environment

• Calm under pressure, with a solution-focused mindset