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Call Center Team Leader

1.00 to 10.00 Years   United Arab Emirates   10 Aug, 2022
Al Futtaim Group
1 Jobs Openings
Job LocationUnited Arab Emirates
EducationNot Mentioned
SalaryNot Mentioned
IndustryAccounting
Functional AreaNot Mentioned

Job Description

Call Center Team Leader - Native Arabic Speaker| Customer Support Centre Group Leader| IKEA|What you will do:-Description of Accountability:PERFORMANCE MANAGEMENT

  • Ensure that all cases are raised in CRM for follow up and accurate data recording
  • Work towards achieving first call resolution and thereby reducing repeat visits
  • Ensure that all customer emails and social media complaints are followed up and resolved
  • Monitor and evaluate the overall support centre performance and provide action plans and performance targets
  • Monitor and feedback on working methods, productivity and quality on team and individual level
  • Resolve all customer issues that cannot be solved by the agents. Escalation matrix is followed and updated
  • Compensatory matrix is implemented and improvements are discussed with the support centre manager
  • Calls are listened to and additional training/disciplinary action taken to improve the communication and resolution
  • Compile KPI?s and discuss benchmarks with store teams to ensure dissatisfaction is reduced
  • Transport management system should be monitored and customers contacted when delays are expected or when customers have requested a call back
PEOPLE
  • Responsible for arranging schedules and workloads to ensure correct coverage at all times.
  • Plan for future expected inbound call volumes and co ?worker requirements to ensure the service levels are met
  • The customer support centre shall ensure coverage is sufficient to cover peaks and maintain service level benchmarks
  • Responsible for people development, training, coaching and monitoring
  • Co-worker empowerment to take reach a decision without delay
  • Support in creating an inspiring and motivating work environment and atmosphere where co-workers have access to the information they need with user-friendly tools.
  • Empower and coach co-workers through knowledge, confidence, trust and motivation so they are always ready to support customers in the best way possible
HEALTH AND SAFETY
  • Secure that the department works ethically and in compliance with internal procedures and H&S routines (sec check) Regular checks to ensure the EC is safe at all times
COST CONTROL
  • Manage and control all costs related to the customer support centre
BUSINESS PLANNING
  • Actively contribute to the creation of the country business plan and be accountable for the Customer Support Centre action plan
  • Conduct Regular follow up and take action to ensure that the business plan goals remain on track

Keyskills :

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