Jobs Belarus

Contact Center Supervisor (Trainee)

Job Title	Contact Center Supervisor (Trainee)
Employer	Ine Agresta
Adress: Country	Belarus
Address: City	Vitebsk
Work type	Remote
Expected Salary	4858 BYN
Posting Date	Tue Jun 10 2025
End Date	Mon Jul 07 2025

Description:

We’re hiring a Call Center Supervisor for the night shift — someone who stays sharp, steady, and dependable when the lights are low and the volume is high. You’ll be responsible for overseeing a team of agents, ensuring adherence to performance metrics and customer satisfaction standards. You’ll lead by example — jumping in when needed, staying calm under pressure, and making sure your team feels supported. You’ll monitor performance in real time, coach on the fly, and make sure nothing falls through the cracks overnight. You’ll bring a calm presence, keeping agents focused, confident, and supported through late-night workloads. You’ll handle escalated calls with patience and clarity, turning difficult moments into positive outcomes. You’ll run check-ins that feel human, not robotic, and you’ll know your agents as people, not headcount. You’ll make real-time decisions when managers aren’t around — and we’ll trust you to get them right. You’ll celebrate progress, not just outcomes — and you’ll make room for growth, mistakes, and getting better every week. You’ll help write (and rewrite) the playbook as we grow — because we’re not here to do things like everyone else.

Basic Qualifications:

• Analyze call metrics and agent dashboards using software like Five9, Talkdesk, or Zendesk to track trends and identify improvement areas.
• Report department performance to senior leadership and recommend staffing, tech, or process improvements based on data.
• Balance empathy with efficiency—ensuring both employee satisfaction and customer retention are achieved.
• Oversee day-to-day operations of the call center floor—monitoring team performance, managing shift schedules, and resolving escalations in real time.
• Lead by example—handling calls during peak times, helping with challenging conversations, and staying visible on the floor.

Preferred:

• Comfortable creating schedules, managing shifts, and ensuring adequate team coverage.
• Comfortable managing remote, hybrid, or in-office call center teams across time zones.
• Supports a feedback-friendly environment where learning and accountability are prioritized.
• Pays attention to communication tone, professionalism, and consistency across all interactions.
• Able to balance daily operations with long-term team development and improvement goals.

Benefits:

• You’ll be supported by senior leadership who understand support — not just chase volume.
• We reward strong leadership — with visibility, respect, and real career growth.
• You’ll coach real people handling real conversations — not just monitor dashboards and enforce quotas.
• You’ll help develop SOPs, refine training materials, and improve the customer journey from the inside out.
• We support ongoing learning — leadership coaching, support certifications, and team-building strategies.

You’ll help foster a professional, results-driven environment that balances productivity with staff well-being. You’ll catch trends early — whether it’s a script issue, a product bug, or a customer pain point — and act fast. You’ll coach with consistency, manage with heart, and set expectations that are high but fair. You’ll remain composed during high-volume periods, technical issues, or customer escalations, and guide your team accordingly. You’ll manage escalated situations with tact, empathy, and a solutions-first attitude that reflects our brand values. You know that great service starts with how we treat each other behind the scenes. You’ll know when to escalate, when to wait, and when to take ownership yourself. You’ll be the reason customers feel supported — no matter the hour, no matter the issue. If you believe that great service doesn’t sleep, and neither does great leadership — we’re ready to welcome you to the night shift.