SUMMARY:
CONTACT CENTER - SUPERVISOR
Voice/Email/Chat/Help Desk/Content Moderation
Our client is a dynamic platform connecting individuals and businesses through classified advertisements with a focus on user-friendly design and efficient communication. They ensure safe, reliable interactions by adhering to robust community guidelines and country-specific regulations. They foster a culture of innovation, collaboration, and inclusivity, encouraging open communication and creative thinking. Our client provides a supportive environment where employees can thrive personally and professionally, as they shape the future of online classifieds.
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POSITION INFO:
About the Job
The Supervisor manages daily output and performance of Contact Center Universal Agents. Responsibilities include reviewing user-generated content or monitoring ticket queues, assigning work, and providing coaching to ensure efficient, empathetic, and policy-aligned customer service. This role requires attention to detail, organizational skills, the ability to interpret nuanced content, and the capacity to mentor others. The Supervisor ensures shift coverage and serves as a resource for complex cases, acting as the first point of escalation. A strong sense of responsibility, sound judgment, and a proactive and supportive approach to leadership are essential.
KEY RESPONSIBILITIES
-Lead teams by managing queue distribution, coverage, and task assignments to ensure timely, accurate, and effective service.
-Provide real-time coaching, feedback, and support in decision-making to ensure consistent policy-aligned decisions.
-Serve as the first point of contact for complex or sensitive issues and escalate when necessary.
-Monitor moderation and team productivity trends, raising potential abuse patterns, product loopholes, or process improvements.
-Oversee shift scheduling, queue management, and support Team Leads in implementing support workflows and updates.
-Coordinate with QA to address knowledge gaps and uphold quality standards.
SKILLS & QUALIFICATIONS
About you:
-Strong decision-making skills
-Empathy and professional understanding of customer frustrations and concerns.
-Clear communication, especially when providing feedback.
-Conflict resolution and emotional intelligence in customer-facing situations.
-Ability to motivate, support, and guide team members through fast-paced environments.
-Exposure to KPI-driven environments and SLA targets.
-Adaptability to unique situations and efficient multitask handling.
-Problem-solving skills and organizational abilities for managing live operations.
Technical Skills:
-Experience with social media or content moderation platforms is preferred.
-Proficiency with CRM systems for tracking and logging communications.
-Understanding of Service Level Agreement metrics, tagging systems, and triage workflows.
-Proficiency in internal knowledge bases, documentation platforms, and help desk dashboards.
-Understanding of policy enforcement, moderation workflows, and service metrics.
-Comfortable reading and interpreting performance data and QA feedback.
-Ability to learn and navigate company-specific applications and systems quickly.
-Familiarity with data security protocols related to sensitive customer information.
-Typing speed and accuracy sufficient for real-time customer communication.
Educational and Experience Requirements:
-Minimum 2 years of Supervisor experience in customer service, call center, or a related field preferred.
-Completion of secondary education preferred (e.g., high school diploma or equivalent). Additional college coursework or relevant certifications in customer service or communication are a plus but not required.
-German Language proficiency: C1-C2 level required.
