Call Center Supervisor

Call Center Supervisor

الوصف الوظيفي

Call Center Supervisor
– Mohandessin, Giza
Call Center Supervisor
– Mohandessin, Giza
Posted 12 minutes ago
8
Applicants for 1 open position

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Experience Needed: 2 to 4 years Education Level: Bachelor's Degree
Job Details
Career Level: Experienced (Non-Manager) Salary: Confidential Job Categories:
Skills And Tools:
Job Description

Continuously monitor and check team's performance and ensure it is consistent with the overall client & Internal objectives and timelines

Conduct periodic shift briefings for agents to maintain existing performance standards or address any changes in process flows or client needs

Ensure agents adhere to schedules and minimize absenteeism of agents

Explains and communicate KPIs / performance measuring parameters for team members

Identify performance gaps for specific individuals and create action plans to improve performance.

Positively act as the company advocate when required, explaining to agent’s company goals, objectives and actions taken

Work to retain agents, minimize attrition rate, and create a positive work environment for everyone to work with.

Give technical assistance to agents from her team and from other teams if required.

Identify process / team level risk and escalate the same on a timely basis to ensure early and appropriate mitigation

Ensure adherence to laid down operational metrics and client determined SLAs to achieve a high level of satisfaction

Respond effectively to escalate transactions, customer complaints and report escalations.

Support the queue if necessary

Prepare and submits internal reports

Ensure adherence to laid down operational metrics and client determined SLAs for self and team members

Continuously monitor, analyze agent related metrics and provide actions for improvements.

Enhance self-process knowledge of handling transactions (calls / emails)

Keep self-updated on organizational services, offers and processes

Introduce or suggest process improvements by using knowledge and experience
Job Requirements

Experience as Call center – Team Leader is a must.

Females only.

Maximum age is 33 years old.

Bachelor degree.

Very good written and Spoken English.

Very good leadership skills.

Very good communication skills.

الوصف الوظيفي

تفاصيل الوظيفة

منطقة الوظيفة

القاهرة, مصر

قطاع الشركة

خدمات الدعم التجاري الأخرى

طبيعة عمل الشركة

غير محدد

نوع التوظيف

غير محدد

الراتب الشهري

غير محدد

عدد الوظائف الشاغرة

غير محدد

تفاصيل الوظيفة