Customer Service Supervisor

SSCL is looking for a Customer Service Supervisor to join their team in Portmore, St. Catherine. This role involves direct leadership of a team of up to 20 agents, ensuring that service standards are met and that all team members are coached effectively for performance success. The supervisor will be the primary point of contact for resolving difficult calls and supporting agents in their day-to-day operations. The ideal candidate will be adept at fostering a positive team environment while ensuring strict adherence to call center policies and procedures.

Key aspects of the role include monitoring team productivity, delegating tasks appropriately, and conducting regular coaching sessions and formal performance reviews. You will need to demonstrate strong leadership capabilities and the capacity to remain calm and composed while managing challenging situations in a high-pressure environment.

Lead and coach a team of up to 20 Agents, Conduct coaching sessions and performance reviews, Support agents with best practices and difficult calls, Ensure compliance with call center policies and procedures, Delegate tasks and monitor team productivity.

Minimum of One (1) year experience as a Customer Service Supervisor, High School Diploma or equivalent (management qualifications an asset), Strong computer literacy and proficiency with computer and software applications, Proven leadership, coaching and development skills, Ability to remain calm under pressure and manage challenging situations.