Telephone Supervisor

Full Time
  • Full Time
  • Lahore

UHS

Telephone Supervisor

Job Summary:

Supervise and coordinate telephone operations, ensuring excellent customer service, efficient call handling, and team performance.

Key Responsibilities:

1. Supervise telephone staff, providing guidance and training
2. Monitor and evaluate call quality, resolving issues promptly
3. Ensure customer satisfaction, addressing complaints and concerns
4. Develop and implement call handling procedures and scripts
5. Analyze call data, identifying trends and areas for improvement
6. Manage staffing, scheduling, and workload allocation
7. Conduct performance evaluations and provide feedback
8. Collaborate with other departments to resolve customer issues

Requirements:

1. High school diploma or equivalent
2. 2+ years of telephone operations experience
3. Supervisory or leadership experience
4. Excellent communication and interpersonal skills
5. Strong analytical and problem-solving abilities

Preferred Qualifications:

1. Associate or bachelor’s degree
2. Call center certification (e.g., CCCS)
3. Experience with call center software and technology
4. Knowledge of customer relationship management (CRM) principles
5. Certification in customer service or sales

Skills:

1. Leadership and team management
2. Communication and interpersonal skills
3. Problem-solving and conflict resolution
4. Analytical and data analysis skills
5. Time management and organization

Core Values:

1. Customer focus
2. Teamwork and collaboration
3. Excellence in service
4. Adaptability and flexibility
5. Continuous improvement

Career Path:

1. Senior Telephone Supervisor
2. Call Center Manager
3. Customer Service Manager
4. Operations Manager
5. Director of Customer Experience

Specializations:

1. Call center operations
2. Customer service management
3. Sales and marketing
4. Quality assurance
5. Training and development

Certifications:

1. Certified Call Center Supervisor (CCCS)
2. Certified Customer Service Representative (CCSR)
3. Certified Sales Professional (CSP)
4. Certified Quality Assurance Specialist (CQAS)
5. Certified Training Professional (CTP)

Professional Organizations:

1. International Customer Service Institute (ICSI)
2. National Customer Service Association (NCSA)
3. Call Center Industry Association (CCIA)
4. Customer Experience Professionals Association (CXPA)
5. International Association of Customer Service Professionals (IACSP)

This description highlights the key responsibilities, requirements, and skills necessary for a Telephone Supervisor.

Other than this job: Data Entry Operator

To apply for this job please visit forms.uhs.edu.pk.