Female Call Centre Supervisor

Job Description

Employment: Full Time ROLE SUMMARY:The Call Center Agent is part of Furless support team; the main duty is to lead the Call Center Agents to ensure our customers experience a seamless booking experience, whilst ensuring the highest quality reservations process and in-depth knowledge of Furless services and products. ACCOUNTABILITIES:-Answer incoming telephone calls, return missed calls and schedule appointments for customers-Carry out all bookings, re-bookings, confirmations and reconfirmations.-Maintain clear and in-depth up to date information on all Furless branches, services, products, therapists and current promotions and train the call center team on this.-Use this knowledge to inform customers and upgrade treatments.-Lead the call center team to the highest level of performance by constantly coaching them to inform customers on all services, promotions and products we carry.-Lead the call center team to ensure Furless telephone standards are being adhered to.-Ensure that the POS is being used optimally at all times and is accurately being updated.-Understand time taken for each treatment and educate call center team on this to ensure bookings are being made accordingly.-Ensure that the telephone system is fully functional at all times.-Go through appointments for the next day and identify new and repeat clients.-Assign team duties to ensure fairness and maximize cover.-Ensure that any specific customer feedback or information is being passed on to Management.-Ensure that the booking system is fair and all therapists are being assigned customers as per request and new customer allocation.-Implement a smooth process of handover between shifts.-Carry out team briefing on a daily basis with the team and ensure that they are fully engaged with the Management vision and are equipped to carry out their tasks optimally.-Implement measures to improve poor performers.-Take disciplinary action, coach and motivate teams to ensure smooth running of the call center.-Performs other tasks and activities as requested by Management.-Coordinate with Management when required to understand staffing levels or learn about new joiners skills, so correct information will always be shared with customers.-Analyze call center performance by reviewing reports regularly to ensure that our service is 100% up to Furless standards.-Liaise with Operations Manager for all staffing matters. -Attend meetings when required.-Any other tasks as the call center operations evolve. REQUIREMENTS: QUALIFICATIONS:EDUCATION:-Minimum 12 years of schooling. A degree/diploma will be an asset.EXPERIENCE:-Minimum 3-4 years experiences in a Reception or Customer Services role.-Minimum 1 years experience in supervising others in a customer service environment.-Minimum 2 years experience in handling POS.-Any experience in a call center is a definite plus.KNOWLEDGE, SKILLS AND ABILITIES:-Highly articulate-Strong leadership skills-Flawless communication skills in English. Arabic is a definite advantage.-High level of customer service-Outgoing personality-Self-driven and motivated-Strong computer skills and knowledge of Excel and Outlook.-Team player with a can-do approach-Ability to manage work flow and priorities

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About Company

Furless offers the only PERMANENT body hair removal method in Abu Dhabi and Dubai. This form of treatment is quick, convenient and recommended by experts.