Call Center Supervisor

• Supervise and manage daily call center operations for the Transport Division.
• Lead, monitor, and support Call Center Agents/Customer Service Representatives.
• Handle incoming calls, transport inquiries, complaints, requests, and service-related issues.
• Coordinate with Drivers, Fleet Supervisors, Operations, Dispatch, and Maintenance teams to resolve customer issues.
• Monitor vehicle movements, trip schedules, delays, cancellations, and service disruptions.
• Ensure timely allocation and dispatch of vehicles based on customer requirements and operational schedules.
• Maintain accurate records of calls, complaints, bookings, incidents, and service requests.
• Monitor agent performance, attendance, productivity, call quality, and response times.
• Prepare daily, weekly, and monthly call center performance reports and operational statistics.
• Handle escalated customer complaints and ensure proper follow-up until resolution.
• Ensure compliance with company transport procedures, customer service standards, and HSE requirements.
• Coordinate with the Fleet/Transport Operations team regarding vehicle breakdowns, accidents, delays, and emergency situations.
• Monitor SLA/KPI performance, including response time, resolution time, abandoned calls, customer satisfaction, and complaint closure.
• Train and coach call center staff on communication, customer handling, transport procedures, and system usage.
• Ensure proper handover between shifts and maintain continuity of operations.
• Identify recurring customer/service issues and recommend improvements to management.
• Maintain confidentiality and accuracy of customer, driver, vehicle, and trip information.
• Assist management in implementing new transport services, call center procedures, and operational improvements.
• Coordinate with clients/customers regarding scheduled transportation, route changes, special requests, and service updates.
• Ensure all complaints and incidents are properly documented and closed within the required timeframe

Desired Candidate Profile

• Any Diploma/Bachelor's degree.
• 4–6 years of experience in call center/customer service operations
• At least 1–2 years in a supervisory/team-lead role.
• Good knowledge of transport operations, dispatching, fleet coordination, and customer service.
• Strong communication and problem-solving skills.
• Good knowledge of MS Office, CRM/Call Center systems, GPS/Fleet Management systems, and reporting.
• Ability to work in shifts, including weekends and public holidays, when required.