Senior Call Center Agent

About the role

The Senior Call Center Agent is responsible for delivering exceptional customer service while mentoring and supporting the wider call centre team. This position handles inbound and outbound interactions, ensures compliance with company procedures, and contributes to meeting performance targets across multiple campaigns.

Key responsibilities

• Maintain accurate records of customer interactions and update documentation.
• Handle customer calls and chats, providing professional, timely support.
• De‑escalate concerns, resolve issues, and follow up until resolution.
• Guide team members on approved workflows, scripts, and procedures.
• Support onboarding and training of new agents.
• Provide coverage for teammates during planned absences.
• Identify improvement opportunities and implement solutions to meet campaign KPIs.
• Build and maintain strong customer relationships to promote trust and satisfaction.

Required profile

• Minimum 5 years of experience in customer service or call centre operations.
• Proven track record of meeting or exceeding KPIs.
• Excellent verbal and written communication skills.
• Strong interpersonal, active‑listening, and problem‑solving abilities.
• Ability to thrive in a fast‑paced environment and manage time effectively.

Required skills

• Experience with CRM systems and customer service tools.
• Proficiency in Microsoft Office applications.