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Offshore Telesales Supervisor - Call Center

Jupiter Call Center
Heliopolis, Cairo
Posted 7 years ago
83Applicants for100 open positions
  • 79Viewed
  • 22In Consideration
  • 57Not Selected
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Job Details

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Job Description

Purpose of Job
To lead, motivate and develop a call center team of representatives who will deliver an excellent customer experience and achieve all Key Performance targets through quality service with high integrity

Responsibilities

  • Manage the performance of the team, developing and coaching team members when they are carrying out their normal duties
  • Manage the performance of the TEAM by recognizing and rewarding the contribution of team members in a timely manner so they are motivated and encouraged towards continual excellent quality customer experience
  • Deal with under performance cases in a professional, consistent and timely manner, seeking advice as necessary
  • Conduct regular 1:1 daily checkpoints and weekly plans.
  • Facilitate open discussions with all team members, providing them with feedback on their performance, coaching them on how to improve and agreeing and monitoring development plans
  • Manage the workloads of the team, motivating them to ensure that all KPI’s are met
  • Communicate effectively with the team ensuring that all messages and information are being communicated consistently
  • Be an integral part of the team, as well as visible to the team so that you can support, coach and develop them
  • Ensure a high standard of code and leadership by being a role model and setting an example for others to follow
  • Manage client relationships where applicable
  • Management of day to day activities in the call center with your peers and reporting team
  • Ensure that contracted service levels for the support are consistently delivered across all lines of business.

Quality

  • Monitor and feedback on all transactions (calls; emails, data entry; case logs) as applicable to current and future business needs.
  • To provide individual coaching & training to team members where appropriate.
  • To assist with process & product training on the account.
  • Reach targets in respect of quality
  • Foster a culture of continuous improvement in the account and overall operation.

Planning & Organizing

  • Manage time and workload in order to meet administration requirements of the role.
  • Ensure staffing levels are in line with forecast and work closely with HR Dept. on recruitment drives.

Decision Making

  • Advise and propose solutions for customers via telephone, email.
  • Use knowledge of processes to decide if a problem / query should be escalated.

Communication

  • Create and maintain effective working relationships with all colleagues.
  • Promote a positive and professional image of the organization.

Support by Management

  • Minimum supervision is required but is readily available.
  • Tasks are monitored to provide information relating to the individuals performance for the purpose of corrective action and improvement.

Benefits

  • GYM Access
  • Medical Insurance
  • Transportation Allowance

Job Requirements

Job Requirements

  • Previous Call Center management experience.
  • Strong sales skills.
  • Effective Knowledge of Client Accounts and Structure.
  • High Level Knowledge of PC applications – Hardware & Software (Preferable).
  • Excellent Level of Oral and Written English (can be American - UK accent is preferred).
  • Leaving Certificate or equivalent.
  • Excellent communication skills.
  • Ability to work on one’s own initiative and under pressure in order to achieve results and targets.
  • Demonstrate organizational and time management ability.
  • Professionalism to deal with people management issues as they arise.
  • Good attention to detail a requirement.
  • Advanced Knowledge in (Microsoft Office applications- Word, Excel, PowerPoint, MS Project).
  • Team management experience is a plus.
  • Technical knowledge is a plus.
  • Experience Needed: 2 to 3 years’ experience in call center telesales (strong sales closure)

  • Gender: Any

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