The CRM Supervisor is responsible for leading a team to deliver excellent customer service and achieve key performance indicators. This role involves daily supervision, performance coaching, training support, and ensuring compliance with company policies and service standards.

Roles and Responsibilities

• Ensure compliance with all company policies, procedures, and regulatory requirements.
• Supervise daily activities of contact center agents to ensure high-quality service delivery.
• Monitor team performance against KPIs.
• Conduct regular coaching, feedback sessions, and performance reviews.
• Address escalated customer issues and ensure resolution in a timely and professional manner.
• Support workforce management by overseeing schedules, adherence, and real-time monitoring.
• Collaborate with QA and Training teams to identify skills gaps and coordinate upskilling initiatives.
• Prepare performance r...