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Senior Call Center Supervisor

BDO Esnad
Heliopolis, Cairo
Posted 5 years ago
182Applicants for2 open positions
  • 165Viewed
  • 0In Consideration
  • 26Not Selected
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Job Details

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Job Description

  • Manage the performance of the team, developing and coaching team members when they are carrying out their normal duties
  • Manage the performance of the TEAM by recognizing and rewarding the contribution of team members in a timely manner so they are motivated and encouraged towards continual excellent quality customer experience
  • Deal with under-performance cases in a professional, consistent and timely manner, seeking advice as necessary
  • Conduct regular 1:1 daily checkpoints and weekly PEPs.
  • Facilitate open discussions with all team members, providing them with feedback on their performance, coaching them on how to improve and agreeing and monitoring development plans
  • Manage the workloads of the team, motivating them to ensure that all KPI’s are met
  • Communicate effectively with the team ensuring that all messages and information are being communicated consistently
  • Be an integral part of the team, as well as visible to the team so that you can support, coach and develop them
  • Ensure a high standard of code and leadership by being a role model and setting an example for others to follow
  • Manage client relationships where applicable
  • Management of day to day activities in the call center
  • Ensure that contracted service levels for the support are consistently delivered across all lines of business
  • Monitor and feedback on all transactions (calls;emails;faxes,data entry; case logs) as applicable to current and future business needs.
  • To provide individual coaching & training to team members where appropriate.
  • To assist with process & product training on the account.
  • Reach targets in respect of quality
  • Foster a culture of continuous improvement in the account and overall operation

Operations Planning and Organizing

  • Manage time and workload in order to meet administration requirements of the role
  • Ensure staffing levels are in line with forecast and work closely with HR Dept on recruitment drives

Decision Making

  • Advise and propose solutions for customers via telephone, email, fax.
  • Use knowledge of processes to decide if a problem / query should be escalated.

Communication

  • Create and maintain effective working relationships with all colleagues
  • Promote a positive and professional image of the organization.

Support by Management

  • Minimum supervision is required but is readily available.
  • Tasks are monitored to provide information relating to the individuals performance for the purpose of corrective action and improvement.

Job Requirements

  • 6 Years Experience in Call Centers including 2 years as a supervisor
  • High Level Knowledge of PC applications – Hardware & Software (Preferable)
  • Excellent Level of Oral and Written English
  • Leaving Certificate or equivalent
  • 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
  • 2 years’ experience in managing a relevant call center operations is a must
  • Excellent communication skills
  • Can manage several clients
  • Can manage a team of 100 + Agents.
  • Knows how to set KPI’s and manage performance
  • Acquainted with operations KPI’s and metrics

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