Contact Center Supervisor
|
||||||||||||||||||
|
الوصف الوظيفي Key Responsibilities: • Direct the daily activities concerned to the Contact Centre’s operations. • Responsible for managing, coaching, and guiding call center officers to execute their tasks. • Monthly performance measurement, monitoring, evaluating, and reviewing findings with agents to improve the efficiency. • Participate in reviewing and training assessments of officers. • Assist officers in resolving customer complaints and be a main source of information to officers. • Notify the Contact Center Manager in case of any schedule special requirement to ensure it is implemented before the schedule is dispatched. • Monitor contact center Service Level Agreements. • Make sure that data recording is being executed with utmost accuracy and credibility. • Ensure all contact center equipment are working in a good condition and report damage if any. • Checking the daily distribution of customers’ feedbacks received from all channels. • Ensure that Contact Centre weekly winners’ names are announced / sent as per the agreed criteria. • Develop internal & external relationships & liaises with key areas in the business. • Practice and ensure compliance with the organization’s policies and procedures and oversee the Manual Procedures are followed correctly. • Ensuring that the team is meeting all targets and milestones in daily, weekly, and monthly basis as per the implemented contact center sales targets. • Interview and make recommendations for open positions in the call center. • Ensure that new joiners are given feedback of their performance during their probation period. • Field incoming phone calls and emails from our customer base and troubleshoot and respond in a timely manner. • Incumbent might be required to work some late-night shifts or on weekends. • Promote Seazen’s Vision and Values. • Other duties and responsibilities as assigned. Experience Required Minimum 3-year Experience in same field. Education Qualification Minimum a bachelor’s degree. المهارات • Fluency in Computer & Microsoft applications. Last Revised: 25th Nov 2020 • Excellent verbal and written communication with excellent listening and time management skills required. • Excellent negotiation skills. • Ability to adapt to change and multi-task are essential qualities. • Demonstrated customer service communication skills. • Utilize customer service experience to answer and resolve customer inquiries via inbound, outbound phone calls and digital channels • Ability to handle pressure working within a fast-paced high call volume environment. • Self-motivated and energetic personality and an excellent team player. • Punctual and efficient, with the ability to prioritize. تفاصيل الوظيفة https://www.bayt.com/ar/kuwait/jobs/contact-center-supervisor-4456197/ |
||||||||||||||||||
نسخة للطباعة 
ابلغ عن اعلان مخالف