Jobs Monaco

Call Center Supervisor (Entry-level Employee)

Job Title	Call Center Supervisor (Entry-level Employee)
Employer	We Are Buchanan
Adress: Country	Monaco
Address: City	Monte Carlo
Work type	Flexible
Expected Salary	1673 EUR
Posting Date	Tue Jun 10 2025
End Date	Sun Jul 06 2025

Description:

We’re seeking a Call Center Supervisor with a strong operational mindset, clear leadership style, and commitment to service excellence. You’ll guide a team of agents who talk to real people every day — sometimes stressed, sometimes upset, always in need of clarity. You’ll monitor call quality, handle escalations, and provide timely, actionable feedback to drive continuous improvement. You’ll help build the culture from the ground up — feedback loops, rituals, check-ins, all shaped by your leadership. You’ll keep an eye on KPIs, but you’ll also trust your gut when it’s time to push or protect your team. You’ll collaborate with ops, product, and support leads to keep feedback flowing and priorities aligned. 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 run performance huddles, one-on-ones, and team check-ins — not just to manage, but to lead.

Basic Qualifications:

• Report department performance to senior leadership and recommend staffing, tech, or process improvements based on data.
• Coach, mentor, and support call center agents to meet KPIs such as call handling time, customer satisfaction, and first-call resolution.
• Oversee day-to-day operations of the call center floor—monitoring team performance, managing shift schedules, and resolving escalations in real time.
• Balance empathy with efficiency—ensuring both employee satisfaction and customer retention are achieved.
• Create and maintain daily, weekly, and monthly reports on agent productivity, absenteeism, and service level compliance.

Preferred:

• Understands how to maintain service-level agreements (SLAs) and handle peak periods efficiently.
• Able to balance daily operations with long-term team development and improvement goals.
• Willing to organize training sessions, quality assurance reviews, and performance evaluations.
• Supports a feedback-friendly environment where learning and accountability are prioritized.
• Wants to grow into roles like Customer Experience Manager, Operations Lead, or Support Director.

Benefits:

• Your coaching will shape how agents handle tone, tough questions, and follow-through.
• Flexible shifts and autonomy to manage schedules, workloads, and live support coverage.
• You’ll coach real people handling real conversations — not just monitor dashboards and enforce quotas.
• We support ongoing learning — leadership coaching, support certifications, and team-building strategies.
• You’ll be supported by senior leadership who understand support — not just chase volume.

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 work cross-functionally with quality assurance, HR, and operations to resolve challenges and improve efficiency. You’ll take escalations seriously, but not personally — and teach your team to do the same. You’ll help build a space where support doesn’t just solve problems — it creates trust. You’ll help onboard new night staff and make them feel confident and connected, even across time zones. If you’re excited to build something, coach people, and hold it all together under pressure — this role’s made for you. 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.