Operation Control Center Supervisor (OCC Supervisor)
Maadi, CairoPosted 3 years ago97Applicants for1 open position
- 30Viewed
- 9In Consideration
- 20Not Selected
Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- Develop objectives for the operations control center day-to-day activities.
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.).
- Understand the regulatory and compliance environment in which they are operating, particularly in relation to the relationship with customers and agency staff.
- Be responsible for implementing processes and optimizing strategies involving the real-time fleet capacity
- Have a data-sensitive approach to decision making
- Give a structured and actionable daily feedback to the ops manager
- Analyze daily and weekly operations metrics with a macro view of the long-term success of the country
- Collect and analyze call-center statistics (costs, service level, customer and courier service metrics, team happiness etc.)
- Hire, coach and provide training to personnel to maintain high customer service standards
- Monitor and improve email management, telephone handling and other procedures
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
Job Requirements
- Proven experience as call center manager or similar position
- Experience in customer service is required
- Knowledge of performance evaluation and customer service metrics
- Solid understanding of reporting and budgeting procedures
- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
- Proficient in MS Office, G-docs and call center equipment/software programs
- Outstanding communication and interpersonal skills