Call Center Supervisor

Misr Technology Services

  • Suez
  • Permanent
  • Full-time
  • 8 days ago
  • Apply easily
Responsibilities:
  • Determining Call Center function operational strategies by conducting needs assessments
  • Maintaining and improves online operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans
  • Monitored the performance of personnel, identified training needs and revamped working aids related to everyday duties.
  • Prepares Call Center team performance reports by collecting, analyzing, and summarizing data and trends.
  • Random Health check to make sure that VIP team is delivering the best customer experience
  • Daily monitoring for all account requests with the team members
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests
  • Seek feasible solutions to technical and logistical issues
  • Develop customer interaction/Call handling procedures and policies
  • Preparing development plans for all direct reports
  • Handle customers’ complaints.
  • Responsible for customer follow ups
  • Communicate with other Customer Care departments to deliver customer feedback and respond to all relevant customer inquiries.
  • Work on achieving own objectives effectively and efficiently in alignment with the company strategy and with respect to its policies and best practices
  • Assist in resolving customer inquiries/complaints.
  • coach, train, motive employees and evaluate their performance
  • Use the available tools and systems to document customer requests and to provide the correct information and services.
  • Escalate problems, report suspected fraud and provides relevant feedback to the Management in order to be updated with customer problems
  • Service level agreement commitment
Requirements:
  • Excellent communications skills
  • Customer focus and adaptability to different situations.
  • Professional and courteous demeanor
  • Ability to learn, retain and apply large amounts of information
  • Ability to accept and meet quantitative goals
  • Ability to work in highly structured environment
  • Flexibility, patience, positive attitude
  • Ability to work independently and find answers
  • Strong phone and verbal communication, phone etiquette, customer focus, multi-tasking, data entry skills
  • Excellent user of Microsoft Office Applications.
  • Proficiency with technology, specially computer software applications and phone systems
  • Exceptional verbal and written communication skills
  • Strong understanding of company products, policies and services
  • Ability to coach, train, motive employees and evaluate their performance
  • Excellent problem solving, leadership and customer service skills
  • Analytical, efficient and thorough
  • Hiring, taring and preparing call center representatives to respond to customer questions and complaints
  • Ensuring agents understand and comply with all call center objectives
  • Answering agent’s questions regarding best practices
  • Identifying operational issues and suggesting possible improvements
  • Monitoring and evaluating agent performance, providing learning or coaching opportunities and taking corrective action
  • Preparing reports and analyzing data to assist management as they determine call center goals
  • Working with other leaders and management team members
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