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Call Center Operations Supervisor

1.00 to 10.00 Years   Egypt   16 Aug, 2022
Klivvr
1 Jobs Openings
Job LocationEgypt
EducationNot Mentioned
SalaryNot Mentioned
IndustryOther Business Support Services
Functional AreaNot Mentioned

Job Description

Who We Are We are owned and funded by one of Egypt?s most renowned tech-driven financial services investment platform, Orascom Financial Holding (OFH) and Excel. We?re looking to wholly transform how individuals lead their financial lives. A holistic approach that adds convenience, ease and seamless application to each transaction.#TheNextBigThing Our motto; we dream big, stay grounded and look to have a roster of inventive thinkers to lead Klivvr to becoming a global fintech giant.Our VisionTo be the leader of merging smart financial solutions with cutting-edge technology, enabling people to be in control of their finances and their lifestyle through a simple and easy experience.Our MissionOur purpose is to help you master what?s yours, in a simple way that allows you to enjoy the experience of having clarity and control over the way you manage your financials.Our Values

  • We put our visionaries first.
  • We strive for innovation.
  • We write in pencil.
  • We leave our titles at the door.
  • We don?t follow suit. Or wear one.
  • We see tomorrow and build today.
About the Role We are looking for a skilled call center manager who can lead our representatives to better performance and improve service quality. The call center manager will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes in an effort to better support customers.If you think you have what it takes to Join the Movement and help build #TheNextBigThing, hop on and apply now!Responsibilities
  • Hiring, training, coaching, and leading call center representatives as they provide support for customers.
  • Answering representative?s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
  • Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
  • Assisting other management team members in identifying trends and establishing call center goals.
  • Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
  • Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Authorizing replacements or refunds.
  • Taking on other tasks or projects to support employees, other managers, and call center operations.

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