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Call Center Supervisor

5.00 to 10.00 Years   Al Kuwait, Kuwait   19 Jul, 2019
Confidential Company
1 Jobs Openings
Job LocationAl Kuwait, Kuwait
EducationBachelor's degree / higher diploma
SalaryNot Mentioned
IndustryInternet/E-commerce
Functional AreaNot Mentioned

Job Description

The Supervisor of?Call Center is responsible for the coordination, leadership, coaching, development and operations of Customer Care Teams,This position requires a candidate who has the ability to drive quality, productivity, and process improvements and keep pace with our growth whilst motivating others to meet the challenges of an extremely dynamic customer-focused and metrics driven environment.The ideal candidate should be?comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and analytical problem solving skills with an unrelenting passion?Responsibilities?

  • Manage the performance of the team, developing and improving performance by coaching and counselling sessions to ensure metrics and quality targets are achieved
  • Recognizing and rewarding the contribution of team members in a timely manner so that they are motivated and encouraged towards delivering excellence.
  • To ensure that performance management standards are met and that issues of underachievement or poor performance are addressed and documented in keeping with the company guidelines.
  • To provide great leadership on a day to day basis, supporting Senior Stakeholders, so that team members have a role model and a colleague to provide guidance towards continuous improvement.
  • Demonstrated ability to put team priorities into a larger business context and make difficult tradeoffs caused by new or changed business goals and/or resource reductions.
  • To ensure communication is effective, including regular team meetings.
  • The ability to interpret reporting and analysis to drive operational and Customer solutions.
  • Ensure all operations functions are adequately covered at all times. Prepare relevant hand-overs during periods of absence.
  • To identify training needs and work with the Training Department in order to ensure delivery of regular, on-going training sessions.
  • To maintain team headcount and when necessary interview new staff members using the company approved competency based interview format.
  • To effectively manage sick absence, lateness and attrition by using and following set company guidelines and procedures.

Keyskills :
Customer Care Call Center Development Call Center Management Call Center

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