Call Center Supervisor-Remote

R5 Travel, a leading travel agency, is currently seeking a motivated and experienced Call Center Supervisor to join our remote team. As a Call Center Supervisor, you will be responsible for overseeing and managing a team of call center agents to ensure a high level of customer service and performance.

In this role, you will monitor call center KPIs, such as average call handling time, customer satisfaction, and service level agreements. You will provide coaching and feedback to agents to improve their performance and ensure they are meeting targets. The ideal candidate will have previous experience in a call center environment, strong leadership skills, and a passion for delivering exceptional customer service.

Responsibilities
• Manage and oversee a team of call center agents
• Monitor call center KPIs and performance metrics
• Provide coaching and feedback to agents to improve performance
• Ensure agents are meeting targets and adhering to company policies
• Handle escalated... customer inquiries and complaints
• Assist with the training and onboarding of new agents
• Drive continuous improvement initiatives to enhance call center operations
• Maintain up-to-date knowledge of travel products, services, and industry trends
• Collaborate with other teams to resolve customer issues and improve overall customer experience

Requirements
• Previous experience in a call center supervisor or similar role
• Strong leadership and people management skills
• Excellent communication and problem-solving skills
• Customer-focused with a passion for delivering exceptional service
• Ability to work in a fast-paced and dynamic environment
• Knowledge of call center KPIs and performance metrics
• Proficient in using call center software and tools
• Good understanding of travel products, services, and industry trends
• Flexibility to work in a remote setting and manage a distributed team
• High level of professionalism and integrity

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