Call Center Supervisor

Innovation Technology - Cairo

Applicants for
1 open position
Experience Needed:
3 to 5 years
Career Level:
Job Type:
Full Time
Arabic, English
1 open position
About the Job
  • Manage a team of call center agents
  • 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.