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Jorel B
@rokanko
Call Center Supervisor
Ivory Coast
French
About me
I am a Call Center Supervisor with 6 years of experience, specializing in team performance management and indicator analysis. I am highly motivated and attentive, ensuring both employee satisfaction and the achievement of operational goals through effective coaching and leadership.
Skills
Jorel B
Offline •
See my services
Resume Writing
I will je rédige votre CV professionnel canada
Portfolio
Work experience
Concentrix
Full-time • 2 yrs 7 mos
Call Center Supervisor
Aug 2025 - Present • 1 yr 2 mos
Responsible for driving team performance by monitoring KPIs, productivity, and quality controls. Conducts monthly LIFT performance reviews, defines coaching strategies, and ensures compliance with quality standards (ISO, NF345). Manages team administration, motivation, and professional development while ensuring operational continuity and incident reporting.
Quality Controller
May 2024 - Jul 2025 • 1 yr 2 mos
Monitored and evaluated customer relationship quality and compliance with standards. Detected high-value calls, validated quality grids, and led calibration sessions with management. Provided feedback on client escalations and coached customer advisors on processes and call quality improvements.
Expert Customer Advisor (Business Coach)
Jan 2024 - Apr 2024 • 3 mos
Handled complex customer inquiries via phone, email, and chat. Analyzed individual performance to identify strengths and areas for improvement. Provided continuous motivation and guidance to team members to ensure they met their operational targets and service levels.
