7 Mar 2023

Full-Time Call Center Supervisor – F/T – P/T – Liwa

Lockheed Martin Corporation – Posted by JobsTeam Liwa, Abu Dhabi, United Arab Emirates

Job Description

The Call Center Supervisor oversees team performance, productivity, and quality. Ensures employee/patient happiness and company values. Improves and implements processes. Hires, develops, and manages team performance.

Job Title : Call Center Supervisor – F/T – P/T
Location : Liwa, Abu Dhabi, United Arab Emirates
Salary : $ 27.46 per hour.
Company : Lockheed Martin Corporation
Job Type : Full-Time

Qualifications:

  • Research member enquiries or complaints to ensure adequate follow-up and member satisfaction, and send feedback to the member, representative, manager, or other credit union management.
  • Takes corrective action as required to improve team and agent performance and quality metrics.
  • The effectiveness of procedures and processes is constantly evaluated. Individuals in this position are expected to propose improvements that would benefit both internal and external customers to areas in which they work.
  • Responsible for customer service goals through training, assigning, scheduling, coaching, counselling, and punishing staff, articulating job requirements, supervising, evaluating, and assessing job contributions, and enforcing rules and procedures.
  • Ensure that credit union representatives are knowledgeable on all of the credit union’s products and services, as well as how to deliver this information to clients, via training and certification.
  • Obtaining this goal may be accomplished by providing assistance in the formulation and monitoring of personal development plans for the representatives, as well as by enhancing the representatives’ levels of skill and knowledge in order to improve their ability to serve the members.
  • Use best-in-class facilitation tools and approaches to assist workers in meeting company performance requirements, and use performance intervention to speed up learning
  • The use of scripts, probing queries, and problem-solving strategies should be something that management at contact centers keep an eye on, as well as provide support with, in order to ensure that agents are being monitored as effectively as possible.
  • Review CSR performance scorecards to measure customer service outputs; offer continuing staff development through bi-monthly one-on-ones (e.g. AHT, CSAT, Call Quality, etc.)
  • Keep track of the everyday activities of the contact center’s workers in real time with assistance from the management group (inbound calls, device returns, email requests, outbound calls, and so on).

Skills:

  • It is important to be customer-focused, to be good at solving problems, to be able to work in a team or on your own, and to be able to follow up on things and do more than one thing at a time.
  • A diploma in secondary education or its equivalent (GED), as well as five years of experience working in a contact center or delivering member services, are required (call-center preferred)
  • To be able to understand and cope with a wide range of complex technical instructions utilizing MSR operations.
  • Read and publish frequent reports and messages to update members and leaders. Follow written and oral instructions with understanding.
  • It is expected that candidates have experience in leadership roles for a minimum of two years and be proficient in Microsoft Office applications including Word, Excel, and PowerPoint.

How to Apply

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Job Categories: Call Center Supervisor. Job Types: Full-Time.

Job expires in 12 days.

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