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Call Center Operations Supervisor

Atheel CC
Cairo, Egypt
Posted 4 years ago
132Applicants for5 open positions
  • 2Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

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Job Description

  • Responsible for planning, organizing the work of subordinates in the installation, modifications and testing of telecommunications systems.
  • Analyzing and troubleshooting communications systems to maintain state agencies telecom systems as per requirement or orders.
  • Prepare reports that include performance outcomes, goal achievement and overall productivity to present to executive management.
  • Oversee general administrative work including planning meetings, making phone calls and distributing scheduling and job assignments.
  • Manage a team of call center agents and leaders.
  • Be available to affect the entirety of the team’s operations.
  • Manage by walking around.
  • Visible to answer questions.
  • Take calls that your agents can’t handle and be available when an agent appears to need assistance.
  • Monitor queue and track inbound calls.
  • Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
  • Motivate and encourage agents through positive communication and feedback.
  • Manage the operation performance.

Job Requirements

  • COPC Awareness.
  • Bachelor’s degree in operations management or related field.
  • Experience in management operations, and leadership For Minimum 3 Years In Telecommunication Field.
  • Understanding of general finance and budgeting, including profit and loss, balance sheet and cash-flow management.
  • Excellent communication skills.
  • Data processing skills.
  • Financial management skills.
  • Conflict management skills.
  • Understanding stock management systems.
  • Understanding operations processes.
  • Negotiation Skills.

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