Call Center Supervisor

Customer Care & Operations
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The Call Center Supervisor plays a crucial role in managing the daily operations of our customer support team. This position is responsible for overseeing call center staff, ensuring exceptional service delivery, implementing performance metrics, fostering a positive work environment, and delivering an excellent customer experience. The Call Center Supervisor will coach team members, handle escalated customer issues, and collaborate with other departments to optimize operations and enhance customer satisfaction.

In addition, the ideal candidate will be skilled in analyzing call data, creating reports, and using insights to drive continuous improvement within the team. Strong leadership, communication, and problem-solving skills are essential for success in this role.

Responsibilities

    • Service Level Management
      • Monitor queues in real time and take corrective actions on ASA, Abandon, Occupancy, and AHT/Handle.
      • Maintain daily line control to protect service levels across channels.
    • Workforce Planning and Scheduling
      • Plan resources and build rosters in partnership with WFM.
      • Ensure peak coverage, manage attendance and adherence, and optimize shift allocations.
    • KPI Improvement and Analytics
      • Improve QC/QA scores, FCR, CSAT, Occupancy, and Handle Time.
      • Perform data analysis and root cause analysis (RCA); execute targeted corrective initiatives.
    • Coaching and Development
      • Conduct regular 1:1s and deliver timely, effective feedback.
      • Train on procedures, product knowledge, and soft skills; support ongoing upskilling.
    • Reporting and Insights
      • Produce accurate daily/weekly/monthly reports and dashboards.
      • Track trends and highlight risks, opportunities, and action plans.
    • Performance and Culture
      • Set goals, identify top/bottom performers, and run incentive/corrective programs.
      • Foster a positive, collaborative, feedback-driven team culture aligned with Divar’s values.
    • Cross-Functional Coordination
      • Troubleshoot operational blockers with IT/Systems/App teams.
      • Ensure smooth execution of changes impacting contact center tools and workflows.
    • Projects, Processes, and Documentation
      • Deliver assigned projects on time; standardize and document processes, scripts, and knowledge base.
      • Drive process optimization and best-practice adoption.
    • Escalations and Quality Handling
      • Manage sensitive cases and complaints; reduce escalations.
      • Ensure timely, high-quality responses and customer resolution.

Requirements

    • 3–5 years of contact center experience, including 1–2 years as a supervisor/team lead.
    • Strong command of contact center operations:
      • WFM/rostering, live monitoring, voice/chat queueing and routing, ACD/IVR, QA, reporting.
    • KPI literacy:
      • SLA, ASA, Abandon, QC/QA, FCR, CSAT, Occupancy, AHT/Handle Time.
    • Data and reporting skills:
      • Excel/Google Sheets (Power BI or dashboard tools is a plus).
    • People leadership:
      • Coaching, effective feedback, conflict management, and team motivation.
  • Preferred Qualifications (Nice to Have)
    • Experience in marketplaces/large consumer apps and omnichannel operations (voice/chat/email/social).
    • Familiarity with Lean/Kaizen and Agile project management.
    • Experience launching or optimizing contact center processes and QA/WFM tools.
  • Behavioral and Cultural Fit
    • Accountable, results-driven, and flexible; available after-hours in emergencies.
    • Continuous learner with a test-and-improve mindset.
    • Strong communicator; empathetic and trusted by agents.
    • Composed and effective under peak-time pressure.
    • Positive, team-oriented, and feedback-receptive; role model for Divar values.
  • Work Conditions
    • Full-time with flexible shifts; ability to cover emergencies and public holidays as needed.
    • Close collaboration with the Contact Center Manager and product teams.
    • Potential for fully remote work.

Benefits

  • You'll have a great impact : Your contributions will be pivotal in our mission to serve millions of people.
  • You’ll be part of a team that values craftsmanship, speed, and innovation.
  • We offer health insurance, and a culture that values learning and autonomy.
  • You’ll be surrounded by people who care about doing great work — and enjoy it along the way.