Contact Center Supervisor

Key Responsibilities

• Supervise and manage daily inbound contact center operations, ensuring service levels and response times are achieved
• Oversee the escalation process for customer inquiries, ensuring timely investigation, effective resolution and appropriate escalation to relevant parties when required
• Monitor agent performance, call quality and productivity, providing coaching and guidance to improve service standards
• Ensure compliance with contact center procedures, service protocols and operational guidelines
• Coordinate with internal departments to resolve customer issues and improve service delivery
• Prepare and analyze operational reports including call volumes, service levels and complaint trends to support continuous improvement
• Contribute to initiatives aimed at enhancing customer experience, operational efficiency and team performance

Requirements

• Minimum 3–5 years’ experience in a Contact Center or customer operations, with at least 1–2 years in a supervisory or team leadership role preferred
• An advanced diploma or Degree in Business Management, Customer Service Management or a related field will be an added advantage
• Strong knowledge of Contact Center operations, inbound call handling and customer complaint management
• Ability to supervise and motivate a team, ensuring operational targets and service standards are achieved
• Strong problem-solving and complaint resolution skills with a customer-focused mindset
• Good analytical and reporting skills with the ability to monitor operational performance
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced operational environment while maintaining service quality