Jobs India

Call Center Shift Supervisor (Entry-level Employee)

Job Title	Call Center Shift Supervisor (Entry-level Employee)
Employer	Worksome
Adress: Country	India
Address: City	Kaul
Work type	Remote
Expected Salary	155939 INR
Posting Date	Tue Jun 10 2025
End Date	Fri Jun 27 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 be the go-to person for escalations, urgent issues, and unexpected calls that can’t wait until morning. You’ll coordinate schedules, manage shift coverage, and ensure service levels are met at all times. You’ll give feedback that’s direct but never discouraging, honest but always helpful. You’ll track performance, sure — but you’ll also notice when someone just needs encouragement or a break. You’ll run check-ins that feel human, not robotic, and you’ll know your agents as people, not headcount. 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:

• Monitor real-time call queues and reassign resources or redistribute workload to ensure consistent service levels.
• Encourage agent feedback and involve the team in testing or refining new scripts, tools, or approaches.
• Lead by example—handling calls during peak times, helping with challenging conversations, and staying visible on the floor.
• Create and maintain daily, weekly, and monthly reports on agent productivity, absenteeism, and service level compliance.
• Ensure all team members follow company protocols, scripts, and customer service standards across inbound, outbound, and chat channels.

Preferred:

• Skilled in conflict resolution and guiding team members through high-pressure situations calmly.
• Able to balance daily operations with long-term team development and improvement goals.
• Can prepare reports, track KPIs, and present insights to management regularly.
• Knows how to identify process inefficiencies and propose solutions to streamline operations.
• Strong understanding of call center metrics like average handle time, first call resolution, and customer satisfaction scores.

Benefits:

• You’ll help develop SOPs, refine training materials, and improve the customer journey from the inside out.
• You're not “just a supervisor” — you're the coach, the calm during chaos, and the reason the team shows up with confidence.
• You’ll be supported by senior leadership who understand support — not just chase volume.
• If something’s broken — you’re part of the solution, not just the escalation ladder.
• We support ongoing learning — leadership coaching, support certifications, and team-building strategies.

You’ll collaborate with QA and training to make sure your people have the tools and confidence they need. You’ll keep the day flowing, the metrics moving, and the mood grounded — even during peak hours. You’ll keep tools updated, workflows optimized, and your floor running smoothly even on the busiest days. You’ll keep the floor (or the chat room) organized, focused, and safe — even in silence. You’ll represent your team to leadership — with clear data, honest insights, and solutions, not just problems. You’ll help shape a customer support culture that’s fast, friendly, and always aiming higher. 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.