Customer Service Supervisor

Dream2000 New Nozha, Cairo

Applicants for
1 open position
In Consideration
Not Selected
Experience Needed:
2 to 4 years
Career Level:
Job Type:
Full Time
1 open position
About the Job
  • Training and preparing employees to respond to customer inquiries, complaints, and Call Center related systems’ troubleshooting.
  • Ensuring agents knowledge base is up to date.
  • Ensuring agents understand and comply with all objectives, performance standards, and company policies.
  • Answering employees questions regarding best practices or unusual cases.
  • Identifying operational issues and suggesting possible improvements.
  • Monitoring and evaluating employee's performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
  • Preparing weekly, monthly, quarterly and annual reports and analyzing its data to assist in setting goals determined by Top Management..
  • Working with other supervisors and management team members to support department goals/objectives and maximize sales.
  • Support functions related to Call Center Department (Telesales, Moderators, etc...) departments whenever required.
  • Monitoring monthly agents’ quality control.
  • Measure Call Center performance with key metrics such as Call abandonment, Calls waiting, AHT, Service Level, etc.
  • Ensure adherence to policies for attendance, established procedures etc.
  • Set KPIs for employees such as Sales targets, call center operational daily business, monthly achievements, customer satisfaction level, etc.
Job Requirements
  • BA degree in any relevant field.
  • 2 to 4 years of experience as a supervisor or team leader.
  • High interpersonal & communication skills.
  • Excellent command in English.
  • Strong personality and decision-makers.
  • Working knowledge of MS Office.
  • High leadership skills & flexible.
  • Ability to work on rotational shifts.
About this Company

Dream 2000 Specialized retail chain in the field of home appliances and electronics in Egypt.

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