The Call Center Supervisor is responsible for leading a dynamic customer engagement Team that manages inbound calls, social media interactions (including Facebook and TikTok comments and Messenger), and outbound calls. This role ensure timely and effective responses to customer inquiries, drives product education, trial, and conversion efforts, and oversees the center of validation process. The Supervisor plays a key role in optimizing customer experience across multiple channels, coaching team members, and ensuring operational excellence in line with brand standards.

• Supervise daily operations of the team across multiple channels: inbound calls, Facebook , and TikTok comments, Messenger, and outbound calls.
• Ensure timely and accurate response to customer inquiries, feedback, and complaints on all platforms
• Oversee outbound call campaigns focused on product education, trail, encouragement, and conversion tracking
• Manage the center of validation process to ensure data accuracy and compliance with internal standards
• Monitor team performance and service quality, ensuring KPIs and SLAs are consistently met
• Provide coaching, training, and performance feedback to team members to enhance service delivery and customer engagement
• Analyze customer interaction data to identify trends, areas for improvement, and opportunities data to enhance customer experience
• Handle escalated issues and ensure resolution in a professional and timely manner
• Prepare regular reports and insights on management on team performance, customer feedback, and campaign outcomes.

• Bachelor's degree in Business Administration, Communication, Marketing, or related field (Preferred)
• Minimum 3 years of experience in customer service or contact center operations, with at least 1 year in a supervisory or team lead role
• Proven experience managing multi-channel customer interactions, including inbound/outbound calls and social media platforms (Facebook, TikTok, Messenger)
• Strong leadership and team management skills, with the ability to coach and motivate staff
• Excellent verbal and written communication skills in English
• Proficiency in CRM System, call center software, and social media management tools
• Analytical mindset with the ability to interpret performance data and drive improvement
• Customer-focused with a passion for delivering exceptional service
• Ability to work in a fast-paced environment and manage multiple priorities effectively
• Familiarity with validation processes and data accuracy standards is a plus.