Call Center Supervisor

MOTHOL - Nasr City, Cairo

206
Applicants for
1 open position
206
Seen
4
Shortlisted
191
Rejected
Experience Needed:
More than 4 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
Salary:
Confidential
Languages:
English
Vacancies:
1 open position
About the Job
  • Manage a team of contact center Reps & their KPIs.
  • Understand all organization’s products, services, procedures and guidelines and communicate same to all team
  • Monitor calls & perform coaching sessions to ensure that procedures and quality standards are strictly adhered to.
  • Answer questions from staff and provide guidance and feedback.
  • Handle escalated cases & follow up on customer satisfaction.
  • Conduct regular review of all call center agents’ performance and organize training sessions for under performers.
  • Hold weekly meetings & One to one meetings to discuss team's current status, required action plans & deliver bonus.
  • Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to.
  • Provide weekly reports to management about team's performance and most failed attributes.
  • Submit regular reports to management and seek new ideas and strategies to improve performance at the center.
  • Prepare forecasts and budgets for the call center.
  • Facilitate and organize training session for all agents and participate in recruitment of new call center agents.
  • Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
Job Requirements
  • 2 years’ experience in managing a relevant call center operations is a must " 2 Years as a Supervisor"
  • High Level Knowledge of PC applications – Hardware & Software (Preferable)
  • Excellent Level of Oral and Written English
  • Excellent communication skills
  • Ability to work on one’s own initiative and under pressure in order to achieve results and targets.
  • Demonstrate organizational and time management ability
  • Professionalism to deal with people management issues as they arise
  • Good attention to detail a requirement
  • Managing Inbound-outbound-email & chat services
  • Excellent communication skills
  • Knows how to set KPI’s and manage performance
About this Company

Mothol Target is to provide a mix of "human resource outsourcing" and "IT" services to remote clients located in Arab Gulf and Egypt.

See all Careers and Jobs at MOTHOL
Hiring?
Signup for an employer account and Post your Jobs!