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Call Center Section Head

Orientals for Urban Development
Sheraton, Cairo
Posted 4 years ago
259Applicants for1 open position
  • 9Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

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Job Description

  • Drive conversions from the leads generated through marketing programs.Leverage on existing processes and structure them for better customer experience.
  • Create cross functional relationships to solve problems.
  • Articulate and then prioritize developments needed for the success of the role.
  • Monitor, maintain and improve call center specific KPIs.
  • Ability to manage multiple projects and meet deadlines in an entrepreneurial work environment.
  • Manage team performance and call volumes in order to reach targeted goals.
  • Address customer needs and provide means to agents to pitch the product effectively to the customers.
  • Generate daily call center performance reports.
  • Monitor calls to observe call quality, technical accuracy and adherence
  • Monitor the agent workforce timings to maximize total available time for customer.
  • High speed execution. Pro-actively solve the problems.

Job Requirements

  • At least 3 years of experience supervising in call center or related environment.
  • proven experience in handling call center metrics, statistics and reporting.
  • Proficient with Microsoft Word, Excel and Outlook.
  • Ability to remain calm under pressure and in emergency situations.
  • Excellent multi-tasking abilities.
  • Experience providing coaching, conflict resolution and discipline.
  • Provide leadership to ensure a professional environment and call experience.
  • Able to work evenings, weekends and flexible hours.
  • Proficiency in communication, planning, leadership, coordinating, and coaching.

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