Call Center Supervisor
Giza, EgyptPosted 4 months ago- 0Viewed
- 0In Consideration
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Job Details
Skills And Tools:
Job Description
•Supervise and lead a team of call center agents, ensuring they meet performance standards and deliver exceptional service.
•Track and analyze key performance indicators (KPls) and metrics, providing regular feedback to agents on their performance.
•Implement quality assurance programs to maintain service standards and customer satisfaction.
•Handle escalated customer complaints and complex inquiries, ensuring timely and effective resolution.
•Create and manage agent schedules to ensure adequate coverage and optimal service levels.
•Prepare regular reports on team performance, customer feedback, and operational efficiency for upper management.
•Identify areas for improvement in processes and workflows, and implement solutions to enhance efficiency and service quality.
•Work closely with other departments to ensure alignment on customer service strategies and initiatives.
Job Requirements
• Education: Bachelor's degree in business, management, or a related field preferred.
• Experience: Minimum of 5 years of experience in a call center environment, with at least 1 year in a supervisory role.
•Skills:
• Excellent communication and interpersonal skills.
• Strong leadership and team management abilities.
• Proficient in call center software and Microsoft Office.
• Ability to analyze data and make informed decisions.
• Problem-solving skills and a customer-first mindset.
