Reports Directly to: Contact Center Assistant Manager
Position Overview:
The Contact Center Supervisor will oversee and assist contact center employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.
Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to the quality of service.
Trains current employees in the company’s customer service policies, procedures, and best practices.
Organizes and oversees the schedules and work of assigned customer service representatives.
Conducts performance evaluations that are timely and constructive.
Handles discipline and termination of employees as needed and in accordance with company policy.
Promptly requests approval for necessary staffing adjustments to management in order to meet daily productivity goals.
Monitors or reviews calls or other correspondence between representatives and customers.
Ensures that representatives are informed about changes to company products and services.




Collects data and prepares reports on customer complaints and inquiries.
Prepares monthly reports summarizing the assigned customer service team’s performance.
Identifies opportunities to update or improve customer service procedures and makes recommendations to the Contact Center Manager or other appropriate staff.
Hires entry-level customer service employees.
Performs other related duties as assigned.
Minimum Qualifications:
Education Requirements:
High School Diploma or equivalent
Bachelor’s degree preferred
Field Experience:
At least 2 years of contact center experience.
Position Experience:
At least 1 year of experience in a supervisory role.
Other Qualifications:
Bilingual preferred as per country’s requirement (primary/secondary language English).
Proficiency in Microsoft Office including but not limited to Word, Excel, PowerPoint and Outlook required. Required Skills:
Excellent leadership and mentoring s

📌 Contact Centre Supervisor (Mumbai)
🏢 DATAMARK
📍 Mumbai