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

 Valuable 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 -+91-XXXXXXXXXX

Healthcare Industry candidate prefered

Pay: ₹30,000.00 - ₹40,000.00 per month

Benefits:

- Provident Fund

Work Location: In person

📌 Call Center Manager (India)
🏢 Dr. Shroff's Charity Eye Hospital
📍 India