Call Center Supervisor

</p>Total Credit Services (TCS) is a high-performance business process outsourcing company committed to excellence, innovation, and service that transforms lives and communities. As part of the JN Group, we proudly deliver exceptional client engagement and operational support across multiple business lines, anchored in professionalism, integrity, and the development of our people.</span>
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Total Credit Services (TCS) continues to strengthen its customer experience and service delivery operations across the JN Group. We are seeking an experienced and people-focused Call Center Supervisor</b> to lead a high-performing team in delivering excellence across multiple business lines.</span>
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Job Category:</span></b> Supervisory</span>
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Contract:</span></b> Fixed Term 2 Years (renewable)</span>
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Key Responsibilities</span></b>
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• Manage daily/weekly/monthly KPIs such as Service Level, AHT, QA scores, CSAT, Abandonment Rate, Attendance, and Schedule Adherence.</span>
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• Conduct structured performance reviews and implement coaching strategies to elevate results.</span>
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• Use dashboards and performance reports to identify trends, gaps, and improvement opportunities.</span>
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• Drive the team to consistently meet or exceed established targets.</span>
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• Conduct regular one-on-ones, call evaluations, side-by-sides, and coaching sessions.</span>
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• Develop agents through targeted upskilling, soft-skills coaching, and behavioral reinforcement.</span>
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• Hold team members accountable through clear expectations, follow-up, and performance plans.</span>
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• Promote high morale by recognizing achievements and fostering engagement.</span>
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• Oversee adherence to schedules, policies, and operational workflows.</span>
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• Manage intraday activities such as breaks, attendance, escalations, and workload distribution with WFM.</span>
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• Ensure full compliance with TCS, JN Group, client, and regulatory standards.</span>
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• Communicate process updates, changes, and priorities clearly to the team.</span>
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• Monitor call quality and implement strategies to enhance professionalism, accuracy, and empathy.</span>
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• Handle escalated customer concerns and demonstrate exemplary service standards.</span>
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• Collaborate with QA and Training to address skill gaps and improve customer experience outcomes.</span>
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• Prepare and submit daily, weekly, and monthly team performance reports.</span>
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• Participate in calibration sessions, team meetings, operational briefings, and client discussions.</span>
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• Communicate goals, KPIs, and initiatives in a clear and motivating manner.</span>
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  • Foster a positive, high-energy, and collaborative team environment.</span>
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  • Encourage teamwork, healthy competition, and continuous improvement.</span>
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  • Model TCS and JN Group values of dependability, respect and accountability.</span>
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    Required Skills & Competencies</span></b>
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    • Strong leadership and people management skills</span>
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    • Excellent coaching, mentoring, and communication</span>
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    • Data-driven decision-making and analytical ability</span>
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    • Emotional intelligence and conflict resolution</span>
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    • High mastery of customer service principles and call-handling standards</span>
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    • Calm, composed, and solution-oriented under pressure</span>
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    • Strong process discipline and adherence</span>
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    • Professionalism, integrity, and reliability</span>
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      Qualifications</span></b>
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      • 2–4 years’ contact center experience; minimum 1 year in supervisory or team lead capacity</span>
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      • Demonstrated success in performance management</span>
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      • Proficiency with contact center systems (ACD, CRM, QA platforms, WFM tools)</span>
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      • Strong understanding of KPIs and operational metrics</span>
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      • High school diploma required; bachelor’s degree an advantage</span>
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      • Certifications in training, leadership, or coaching – an asset.</span>
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        Qualified and interested candidates are invited to apply uploading their cover letter and résumé as one file.</span>
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        Application Deadline: November 30, 2025</b></span>
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