Job brief 

Contact center supervisor's main objective is to provide leadership, expert guidance, supervision and oversight for the call center by managing daily performance of his/her direct team whilst supervising floor operations and duties. 

Responsibilities 

• Responsible for the day-to-day supervision of his/her direct team members including contact center operations flow and quality monitoring in accordance with SEOUDI supermarket policies. 
• Monitor direct reports conformance/adherence and ensure compliance to communicated staff schedule. 
• Effectively coach direct reports on their performance regularly to ensure performance metrics are achieved. 
• Identify performance related issues, develop an action plan for improvement and implement corrective actions. 
• Liaise with different concerned parties for the aim of getting the best customer experience. 
• Ensure team performance meets contractual Key Performance Indicators. 
• Provide subject matter expertise in handling escalated customer calls when needed. 
• Conduct team meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities. 
• Promote the SEOUDI supermarket values through both behavior and attitude, including being an advocate for team members. 
• Support in hiring, training, and preparing call center agents to solve customer problems and/or promote SEOUDI supermarket products and services. 
• Answer agent questions and assist them through challenging calls. 
• Identify call center operational issues and suggest improvements. 
• Prepare operational reports and analyze data to assist and advise management. 
• Ensures all SEOUDI Supermarket policies and procedures are executed in a positive manner.