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.

Requirements
- 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.

Benefits

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 an

📌 Contact Centre Supervisor (Mumbai)
🏢 DATAMARK
📍 Mumbai