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Job Description
- Knowledge of workiz call system
- Assist in the formulation of targets for individuals and teams
- Hire and onboard new employees
- Answer questions from staff and provide guidance and feedback
- Anticipate escalation and take over calls when needed
- Devise ways to optimize procedures and keep staff motivated
- Measure performance with key metrics such as call abandonment, calls waiting etc.
- Ensure adherence to policies for attendance, established procedures etc.
- Keep management informed on issues and problems
- Prepare monthly/annual results and performance reports
Job Requirements
- Proven experience as call center supervisor or similar supervisory position ,
- Experience in customer service is essential ,
- Proficient in English; Good knowledge of additional languages will be a definite plus ,
- Working knowledge of MS Office ,
- Tech savvy with knowledge of telephone equipment and relevant computer programs ,
- Knowledge of performance evaluation procedures ,
- Outstanding communication and negotiation abilities ,
- A results-oriented approach ,
- Excellent organizational and leadership skills ,
- Ability to work under pressure ,
- High school diploma
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