Call Center Inbound Supervisor

3 نوفمبر، 2022

0 2 دقيقة واحدة

الوصف الوظيفي

A. ROLE & CONTEXT

Purpose:

To manage, coach and develop the contact centre team effectively in order to deliver the highest standards of customer service and maximise individual/team potential.

Context:

Call Center supervisor will organize and direct the staff of our call Center. He /she will be responsible for assessing their work and give them feedback to maximize performance.

B. ROLE ACCOUNTABILITIES

Business orientation

Achieve the SL and Efficiency KPIs
Ensure Profitability of the Business Unit
Liaise with Ooredoo for day-to-day operations

Planning & Organising & Problem Solving

Hiring and onboarding new employees
Assisting in the formulation of targets for individuals and teams
Anticipate escalation and take over calls when needed

Communicating, negotiating & influencing

Generate more Business from the Business Unit
A good understanding of the market dynamics in the Telecom sector
Manage the Floor related issues

الوصف الوظيفي

المهارات

C. EXPERIENCE AND QUALIFICATIONS

Minimum Experience & Essential Knowledge

· 6 years of experience in Call Center operations

· Excellent knowledge on policies for delivery of service, established procedures etc

Minimum Entry Qualifications

Any Graduate with good technical understanding of Call center.

D. KEY PERFORMANCE INDICATORS

· People Management

· Call Queue management

· Systems and Process adherence

· Excellent Communication skills

E. KEY RELATIONSHIPS & DECISION MAKING

Reports to

Call Center Manager

Team working, coaching, guiding

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

Decision-making authority

Decisions are made in conjunction with the floor Manager to achieve the SL and Efficiency target

Business impact of role

By eliminating the clogged areas in the network for smooth traffic flow, without delay.

By minimizing the wait time for customers by managing the AHT

By improving the staff performance and quality with proper management based on the SOP

F. SKILLS

Technical & non technical

· Interpersonal skills

· Team orientation

· Communication skills

· Technology management capability

Other Skills

· People Management

· Excellent communication and interpersonal skills

· Excellent Analytical skills

المهارات

تفاصيل الوظيفة

منطقة الوظيفة: قطر
قطاع الشركة: الاستعانة بالمصادر الخارجية لخدمة العملاء; الاتصالات والشبكات; خدمات تكنولوجيا المعلومات
طبيعة عمل الشركة: صاحب عمل (القطاع الخاص)
الدور الوظيفي: خدمة العملاء ومركز الإتصال
نوع التوظيف: دوام كامل
الراتب الشهري: غير محدد
عدد الوظائف الشاغرة: غير محدد