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. Employment Type Full-time

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