Job Description
Job Description
Job Title : Call Center Supervisor (On-Site)
The Company
Metropolis is an artificial intelligence company that uses computer vision technology to enable frictionless, checkout-free experiences in the real world.
Today, we are reimagining parking to enable millions of consumers to just "drive in and drive out." We envision a future where people transact in the real world with a speed, ease and convenience that is unparalleled, even online.
Tomorrow, we will power checkout-free experiences anywhere you go to make the everyday experiences of living, working, and playing remarkable - giving us back our most valuable asset, time.
The Role
We are seeking a skilled Call Center Supervisor to oversee daily operations and personnel within our customer service department.
The Supervisor will be responsible for managing a team of customer service representatives, ensuring efficient and high-quality service delivery to our clients.
The ideal candidate will have prior experience in a call center environment, strong leadership abilities, and excellent communication skills.
Responsibilities :
- Manage and supervise a team of customer service representatives.
- Set clear team goals and motivate team members to achieve them.
- Monitor the performance of team members and provide coaching and feedback.
- Handle escalated customer complaints and resolve complex issues.
- Develop and implement training programs to improve team performance.
- Create and maintain reports on call center metrics, such as service level, abandonment rate, and average handling time.
- Ensure adherence to company policies and procedures.
- Collaborate with other supervisors and departments to ensure smooth operations.
- Conduct regular team meetings and one-on-one sessions with team members.
- Stay updated on industry trends and advancements in call center technologies.
Requirements :
- Proven experience as a Call Center Supervisor or similar supervisory position in a customer service environment.
- Excellent leadership and interpersonal skills.
- Strong problem-solving abilities and a results-oriented approach.
- Ability to work well under pressure and handle multiple priorities.
- Proficiency in call center software and telephony systems.
- Knowledge of performance evaluation and quality assurance metrics.
- Flexibility to work shifts and weekends as required.
Preferred Qualifications :
- Certification in Call Center Management (e.g., CCMP) is a plus.
- Experience with CRM systems (e.g., Zendesk).
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