Job Description

In our contact center, we’re seeking for a capable Call Center Supervisor to manage and oversee a team of coworkers. You will be in charge of evaluating their work and giving them with comments in order to help them improve their performance while also ensuring that our consumers and retail partners get outstanding service. The Call Center Supervisor will give agents with knowledge, feedback, and mentorship, as well as support call center service level standards by holding teams responsible for outcomes and performance metrics. The Call Center Supervisor will also foster and promote an inclusive and diverse culture, ensuring that all activities are consistent with the Company’s procedures, policies, and values. A good contact center supervisor will have previous supervisory and customer service experience. You’ll have excellent communication skills and the ability to lead and encourage others. You’ll be well-organized, dependable, and able to produce outcomes.

Job Title : Commissioning Call Center Supervisor
Location : Dibba Al-Hisn, Sharjah, United Arab Emirates
Salary : $ 28.89 per hour.
Company : Herman Miller Inc.
Job Type : Part-Time

Qualifications:

• It is your job to meet with each of your employees one-on-one once a month to help them reach their metric goals and look at their performance scorecards (e.g. AHT, CSAT, Call Quality, etc.)
• Reviews team and agent performance and quality metrics periodically to verify that they are continually fulfilled and takes remedial action as required.
• Continuously evaluates process and method. Suggestions to enhance area operations, efficiency, and service to internal and external consumers.
• Assist in the design and monitoring of the individual development plans for the representatives, as well as in the improvement of the representatives’ skills and knowledge for the purpose of effective service delivery and high-quality member service.
• By ensuring that your personnel are well-versed in all of the credit union’s offerings, you’ll ensure that they can effectively interact with members.
• In close collaboration with the management team, oversee daily operations of the contact canter, including call canter personnel management in real time and queue monitoring (inbound calls, device returns, email requests, outbound calls, and so on).
• Responsible for achieving customer service goals via staff training, assignment, scheduling, coaching, counselling, and discipline, communication of work requirements, monitoring, assessing, and reviewing job contributions, and enforcing rules and procedures.
• Responsible for investigating member enquiries or complaints and providing feedback to members, representatives, managers or other credit union executives in order to guarantee adequate follow-up and member satisfaction.
• Monitor and support contact center staff in utilizing scripts, asking probing questions, and establishing problem-solving approaches to help the manager supervise call center representatives more effectively.
• Use best-in-class facilitation tools and approaches to assist workers in meeting company performance requirements, and use performance intervention to speed up learning

Skills:

• Read and publish frequent reports and messages to update members and leaders. Follow written and oral instructions with understanding.
• Customer oriented, solid problem solving abilities, and the ability to work collaboratively or independently with strong follow-up and multitasking are necessary.
• You must have at least two years of leadership experience and know how to use Word, Excel, and PowerPoint in Microsoft Office.
• Minimum of five years of experience working in a call center or delivering member services, as well as a high school diploma or its equivalent (GED) (call-center preferred)
• Interpret a range of technical MSR instructions and deal with abstract and tangible variables.

How to Apply

وظائف شاغرة

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

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