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.
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.