Call Center Supervisor at RMA Group Company Limited | Torre
Call Center Supervisor
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RMA Group Company Limited

Call Center Supervisor

RMA Group Company Limited
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You will lead a global team, driving operational excellence and enhancing customer experiences through innovative solutions.
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Full-time

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Remote (for Cambodia residents)
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Posted 6 months ago

Requirements and responsibilities

Job Description:Manage and oversee a team of call center agents to ensure smooth operations.Measure performance using key metrics such as call abandonment, calls waiting, outbound service booking calls, and customer satisfaction calls.Anticipate escalations and take over calls when necessary.Motivate and support agents through feedback and communication.Prepare monthly and annual performance reports.Monitor compliance with company policies and procedures, ensuring agents follow requests, inquiries, and roadside assistance guidelines.Collaborate with data analysts to analyze customer feedback and present findings to assigned divisions.Identify opportunities for process improvement and implement changes to enhance efficiency and customer satisfaction.
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