Call Center Supervisor US Market

Remote | India | Full time

About the Role

Cleopatra Ink is looking for an experienced and highly disciplined Call Center Supervisor to lead and monitor our remote call center team in India supporting our U.S. operations.

This is a hands-on supervisory position. We are looking for someone who can actively monitor daily call center operations, review agent performance and calls, maintain attendance and schedule discipline, coach agents, manage performance targets, and ensure a consistently high standard of customer communication.

The ideal candidate must have excellent spoken English, previous call center/BPO supervisory experience, and strong knowledge of call monitoring, quality assurance, KPI management, sales performance, and team coaching.

Key Responsibilities

- Supervise the daily operations of a remote call center team supporting the U.S. market.
- Monitor agents' attendance, punctuality, login/logout times, availability, breaks, and schedule adherence.
- Monitor daily call volumes and ensure agents consistently meet required activity and performance targets.
- Listen to and evaluate inbound and outbound customer calls for quality, accuracy, professionalism, communication, and sales effectiveness.
- Conduct regular call monitoring and quality evaluations using defined QA criteria.
- Identify performance gaps and provide individual coaching, feedback, and corrective guidance.
- Monitor appointment conversion, lead follow-up, customer engagement, call quality, and other relevant KPIs.
- Ensure agents properly follow scripts, procedures, current campaigns, promotions, and company updates.
- Ensure missed leads and required customer follow-ups are completed on time.
- Conduct daily team briefings and communicate operational or campaign updates.
- Support new agents during training, onboarding, and nesting periods.




- Track individual and team performance and prepare regular performance reports for management.
- Identify repeated attendance, quality, productivity, or behavioral issues and escalate them appropriately.
- Handle customer escalations when agent-level resolution is not sufficient.
- Work closely with management to continuously improve call center performance, customer experience, and appointment conversion.
- Maintain a professional, accountable, and performance-driven remote working environment.

Required Qualifications

- Previous experience as a Call Center Supervisor, Team Leader, Quality Analyst, Senior Customer Service Representative, or similar BPO leadership role.
- Strong hands-on experience with call monitoring and quality assurance.
- Experience managing or monitoring KPIs, call volumes, productivity, schedule adherence, attendance, quality scores, and sales/conversion performance.
- Excellent spoken and written English is mandatory.
- Strong ability to communicate professionally with U.S. customers and management.
- Experience coaching agents and improving underperforming team members.
- Strong leadership, communication, problem-solving, and conflict-resolution skills.
- Comfortable working in a target-driven sales and customer service environment.
- Strong attention to detail and ability to identify performance issues through data and call reviews.
- Experience with CRM, call center, dialer, QA, or workforce monitoring systems is preferred.
- Reliable high-speed internet connection, computer, and professional remote-working environment.




- Ability to work according to U.S. operational hours, including evening/night hours in India.

Preferred Experience

Candidates with experience in one or more of the following will be strongly preferred:

- U.S. voice process
- International BPO/call center operations
- Sales or appointment-setting teams
- Inbound and outbound call operations
- Call quality monitoring / QA
- Real-time agent monitoring
- Performance improvement plans
- Sales conversion and lead management
- CRM and dialer systems
- Remote team supervision

What We Are Looking For

We are not looking for someone who only prepares reports or distributes tasks.

We are looking for a hands-on supervisor who actively monitors the operation, understands what is happening within the team throughout the shift, identifies problems early, coaches agents, follows performance closely, and takes ownership of results.

The successful candidate should be able to maintain a strong balance between discipline, employee coaching, customer experience, productivity, and sales performance.

Compensation

Competitive monthly base salary + performance-based bonus

Compensation will be determined based on the candidate's experience, English proficiency, supervisory background, and call center monitoring expertise.

Working Schedule

- Full-time remote position
- 6 working days per week
- 1 weekly day off; the day off may rotate depending on operational requirements
- Working hours will be aligned with U.S. operations
- Candidates must be comfortable working evening/night hours in India

Application

Please apply with your updated CV.

Shortlisted candidates will be invited to an online interview. The selection process may include an English communication assessment, call-monitoring scenario, coaching scenario, and operational problem-solving exercise.

📌 Call Center Supervisor US Market (Delhi)
🏢 Cleopatraink Usa
📍 Delhi