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Contact Center Supervisor

Centro Global Solutions - Maadi, Cairo

Contact Center Supervisor

Centro Global Solutions - Maadi, CairoPosted 2 months ago
184Applicants for1 open position
  • 12Viewed
  • 5In Consideration
  • 0Not Selected

Job Details

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Job Description

  • Hiring, training, coaching, and leading call center representatives as they provide support for customers.
  • Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
  • Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
  • Assisting other management team members in identifying trends and establishing call center goals.
  • Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
  • Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Taking on other tasks or projects to support employees, other managers, and call center operations.

Job Requirements

  • Bachelor's degree.
  • 5 years of experience in customer service, 1 of which as an official supervisor managing more than 50 employees with their Team Leaders.
  • Proficient computer skills in MS Office Applications.
  • Very Good command of the English language.
  • Excellent communication skills, people-oriented, problem-solving & negotiation skills.
  • Leadership & team management skills.

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