Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
General Roles & Responsibilities:
- Supervises, plans and manages functions related to Call Center work area.
- Oversees and directs the day-to-day activities of telephone operators and call center agents.
- Acts as a source of information and answers operator/agents questions, assigns tasks, follows up and gives instructions as necessary.
- Carries out supervision, coaching, call monitoring, training, reviewing and disciplining of all operators/agents.
- Attends, follows up & resolves customer complaints.
- Carries out performance monitoring, measurement and evaluation of all operators/agents to improve efficiency.
- Ensures that team members obtain the appropriate training and support to best apply their knowledge and skills on the job.
- Compiles and maintains lists of key and on-call schedules & personnel, and ensures all lists are available to operators for use as required.
- Prepares and directs scheduling, monitors operators’ attendance, schedules shifts & breaks as necessary.
- Performs other similar or related duties, as assigned, such as updating databases, coordinating activities related to repair and maintenance of equipment, ordering materials and supplies, etc.
Job Requirements
General Requirements:
- Industrial Background is a MUST
- Excellent Arabic and English language skills
- Excellent interpersonal & communication skills with the ability to communicate clearly and effectively, both verbal and written.
- Professional: Courteous & polite in all situations
- Result oriented
- Manages resources and others.
- Highly presentable
- Strong teamwork, troubleshooting & problem-solving skills
- Knowledgeable, reliable, dedicated & demonstrates a high level of integrity
Education and/or Experience:
- Bachelor degree in a relevant field
- Minimum 3-5 year experience as call center supervisor or similar supervisory position.
- Experience in customer service is essential
- Age: 27 - 35.
- Gender : Males only
- Excellent English Language
- Excellent PC skills (Microsoft Office: Word, Excel & Power Point).
- Knowledge of performance evaluation procedures
- Outstanding communication and negotiation abilities
- Excellent organizational and leadership skills
- Ability to work under pressure