Call Center Supervisor

Call Center Supervisor

Job role & responsibilities:
 
Agent Requirements:

  • Campaign daily operations management: coordinating & assigning tasks, scheduling and monitoring attendance, supporting agents with daily work and performance development
  • Deal with high complexity cases, tasks, calls, complaints solving
  • Preparing statistics, reports, statements
  • Training of new colleagues and ensuring their flawless integration within the team
  • Solving customer questions, letters, and complaints
  • Related administrative tasks, sending out letters, data entry, occasionally
  • Use standard operating procedures as provided by management
  • Ensure the Service Desk meets all SLA compliance requirements to the business by exercising an ownership mentality toward customer needs, showing respect and consideration to all team members incl. compliance with quality standards (enforcement of the relevant directives, regulations, processes according to their control)
  • Ensure profitable operation by promoting adherence to required quality & efficiency indicators
  • Check accuracy of data provided to clients and agents
  • Escalate to a higher level cases that cannot be resolved immediately
  • Planning and participation in resourcing if needed

 
Requirements:

  • Native Hungarian and Fluent English language knowledge
  • Excellent oral and written communication skills in Hungarian/English
  • 3 years+ experience in call/contact center environment, previous team lead position preferred
  • Great people and project management skills
  • Sales or FMCG industry experience is an advantage
  • Good analytical and solid computer skills
  • Able to work 40 hours per week between 8am-9pm (CEST) , (Monday-Sunday)

 
If you are interested in this role, please apply with your English CV: karrier@smart-jobs.hu