Responsibilities :
Supervisor oversees the daily operations of the call center team, ensuring efficient performance and adherence to company standards. This role involves managing a team of agents, monitoring key performance indicators, resolving escalations and implementing strategies to improve overall team efficiency and customer satisfaction.
Key Responsibilities:
• Supervise and lead a team of call center agents focused on telemarketing credit card products
• Set daily/monthly sales targets and monitor team performance to ensure achievement
• Provide coaching, guidance, and support to team members on sales techniques and customer handling
• Conduct call monitoring and deliver constructive feedback to improve agent performance
• Analyze sales reports and team KPIs to identify areas for improvement and implement action plans
• Coordinate with related departments such as Marketing, Product, and Training
• Ensure compliance with company policies and regulatory requirements (e.g., Bank of Thailand)
• Prepare and present performance reports to management on a regular basis
• Make outbound calls to promote credit card products to target customers
Key Performance Indicators (KPIs):
• Total Team Credit Card Sales Volume
• Conversion Rate
• Call Quality Score
• Staff Retention Rate
• Target Achievement Rate
• Average Handling Time for Sales Calls
• Customer Satisfaction Score (CSAT)