Contact Center Supervisor - Voice
Full time
at Seoudi Supermarket
in
Egypt
Posted on May 8, 2024
Job details
Job Description
Job brief Contact center supervisor's main objective is to provide leadership, expert guidance, supervision and oversight for the call center by managing daily performance of his/her direct team whilst supervising floor operations and duties. Responsibilities- Responsible for the day-to-day supervision of his/her direct team members including contact center operations flow and quality monitoring in accordance with SEOUDI supermarket policies.
- Monitor direct reports conformance/adherence and ensure compliance to communicated staff schedule.
- Effectively coach direct reports on their performance regularly to ensure performance metrics are achieved.
- Identify performance related issues, develop an action plan for improvement and implement corrective actions.
- Liaise with different concerned parties for the aim of getting the best customer experience.
- Ensure team performance meets contractual Key Performance Indicators.
- Provide subject matter expertise in handling escalated customer calls when needed.
- Conduct team meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
- Promote the SEOUDI supermarket values through both behavior and attitude, including being an advocate for team members.
- Support in hiring, training, and preparing call center agents to solve customer problems and/or promote SEOUDI supermarket products and services.
- Answer agent questions and assist them through challenging calls.
- Identify call center operational issues and suggest improvements.
- Prepare operational reports and analyze data to assist and advise management.
- Ensures all SEOUDI Supermarket policies and procedures are executed in a positive manner.
Job Requirements
Requirements- Experience from 1 to 3 years as a supervisor, leading at least 5 direct reports.
- Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
- Strong communication skills, both written and verbal.
- Very good command of Arabic | English-preferable (written and verbal).
- Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable.
- Ability to mentor, coach and provide direction to a team of employees.
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