Jobs Benin

Remote Call Center Supervisor (Entry-level Employee)

Job Title	Remote Call Center Supervisor (Entry-level Employee)
Employer	Gravitas Law
Adress: Country	Benin
Address: City	Porto-Novo
Work type	Flexible
Expected Salary	885824 XOF
Posting Date	Tue Jun 10 2025
End Date	Fri Jun 20 2025

Description:

We’re looking for a Call Center Supervisor who leads with empathy, listens first, and knows how to turn a support team into a community. You’ll oversee daily operations, ensuring agents meet performance goals while maintaining professionalism and empathy in every call. You’ll lead by example — jumping in when needed, staying calm under pressure, and making sure your team feels supported. You’ll monitor KPIs like call volume, resolution rate, and hold times, and act quickly when things fall out of line. You’ll act as a liaison between frontline staff and senior management, ensuring priorities are aligned and communication flows clearly. You’ll collaborate with ops, product, and support leads to keep feedback flowing and priorities aligned. You’ll be the first to notice a script that doesn’t work, a system that slows agents down, or a bug that causes five tickets a day. You’ll jump in on tough calls, lead from the front, and show what calm, focused support really looks like. You’ll balance empathy with accountability and create a team that’s both kind and consistently effective. You’ll help write (and rewrite) the playbook as we grow — because we’re not here to do things like everyone else.

Basic Qualifications:

• Track and reduce call escalations by identifying common root causes and implementing training or process fixes.
• Identify knowledge gaps, tool limitations, or system bugs and coordinate with IT, product, or operations teams to resolve.
• Work with workforce management (WFM) to forecast call volumes, adjust staffing, and minimize under/overstaffing issues.
• Lead by example—handling calls during peak times, helping with challenging conversations, and staying visible on the floor.
• Monitor real-time call queues and reassign resources or redistribute workload to ensure consistent service levels.

Preferred:

• Background or interest in customer service leadership, team operations, or support strategy.
• Thrives in fast-paced environments where quality and efficiency both matter.
• Supports a feedback-friendly environment where learning and accountability are prioritized.
• Can prepare reports, track KPIs, and present insights to management regularly.
• Understands how to implement standard operating procedures and ensure policy compliance.

Benefits:

• We celebrate call saves, escalations that didn’t escalate, and agents who grow under your wing.
• We support ongoing learning — leadership coaching, support certifications, and team-building strategies.
• You’ll help develop SOPs, refine training materials, and improve the customer journey from the inside out.
• You’ll be supported by senior leadership who understand support — not just chase volume.
• And yes, we’ll celebrate your impact — not just with numbers, but with trust.

You’ll make sure your team knows the “why,” not just the workflow. You’ll keep the day flowing, the metrics moving, and the mood grounded — even during peak hours. You’ll ensure compliance with procedures even when no one’s watching — because that’s what professionals do. You’ll thrive in ambiguity, act fast when needed, and keep the energy steady even during messy launches. You’ll check reports, update dashboards, and keep leadership informed without waiting to be asked. 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.