Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- Bulk Sms campaign management
- Social media reply
- Running bulk mail plan
- Assist in the formulation of targets for individuals and teams
- Hire and onboard new employees
- Answer questions from staff and provide guidance and feedback
- Anticipate escalation and take over calls when needed
- Devise ways to optimize procedures and keep staff motivated
- creating call center scripts and clients interview data
- Measure performance with key metrics such as call abandonment, calls waiting etc.
- running cold call campaigns
- Ensure adherence to policies for attendance, established procedures etc.
- Keep management informed on issues and problems
- Prepare monthly/annual results and performance reports
- Mapping delegation chart for the team
- Follow up clients requests and orders
- Evaluate operations customer care attitude
- Solving clients problems and complains
- Enhance the customer experience with our brands
- Plan Customer journey starting from the first intention till the after sales services
- Reporting marketing activity impact on customers
Job Requirements
- Proven experience as call center supervisor or similar supervisory position
- Experience in customer service and call center operations is essential
- Proficient in English; Good knowledge of additional languages will be a definite plus
- Working knowledge of MS Office
- Tech savvy with knowledge of telephone equipment and relevant computer programs
- Knowledge of performance evaluation procedures
- Outstanding communication and negotiation abilities
- A results-oriented approach
- Excellent organizational and leadership skills
- Ability to work under pressure
- University certificate.
