Call Center Supervisor
MOTHOL -
Nasr City, CairoPosted 6 years ago208Applicants for1 open position
- 206Viewed
- 5In Consideration
- 191Not Selected
Job Details
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Job Description
- 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