Call Center Supervisor

MOTHOL - Nasr City, Cairo

Applicants for
1 open position
Experience Needed:
More than 4 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
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.

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