Job Description

The Customer Support Supervisor oversees a team of Customer Support Representatives in a 24/7 inbound contact center. This person supervises contact center operations, monitors customer interactions, and ensures CSR productivity to meet KPIs. This job must use discretion and judgment based on corporate policies and procedures to preserve all internal sensitive information.

Job Title : Team Member Call Center Supervisor
Location : Al Ain, Abu Dhabi, United Arab Emirates
Salary : $ 26.03 per hour.
Company : Unocal Corporation
Job Type : Part-Time

Qualifications:

• Provide instructions to discover and use best-in-class facilitation tools and approaches to coach people to fulfil company performance requirements. Incorporate performance intervention to expedite learning.
• Contact canter managers should monitor agents’ usage of scripts, probing questions, and problem-solving techniques.
• With the help of the management group, keep track of the contact canter workers’ daily tasks in real time (inbound calls, device returns, email requests, outbound calls, and so on).
• Continuously evaluates process and method. Suggestions to enhance area operations, efficiency, and service to internal and external consumers.
• In order to assist your staff in achieving their metric targets and to analyses their performance scorecards, it is your responsibility to have monthly one-on-one meetings with each of your employees (e.g. AHT, CSAT, Call Quality, etc.)
• Ensure that credit union personnel are well-versed in the credit union’s goods and services; and that they are able to convey these products and services to members in a clear and concise manner.
• Reviews team and agent performance and quality metrics periodically to verify that they are continually fulfilled and takes remedial action as required.
• Help representatives build and manage personal development plans and expand their skills and expertise to better serve members.
• Training, assigning, scheduling, coaching, advising, and punishing personnel; conveying job expectations; monitoring, assessing, and reviewing job contributions; enforcing rules and procedures.
• Tell members, representatives, managers, and other credit union officials what’s going on with their questions and complaints.

Skills:

• Capability to read a wide range of technical instructions employing MSR functions as well as the ability to deal with a number of abstract and tangible variables.
• The capacity to read and generate frequent reports and communications in order to communicate account information to members and leaders of the company. Possession of common sense and understanding when it comes to following written and spoken instructions.
• In addition to having a high school diploma or its equivalent (GED), candidates must also have a minimum of five years of experience working in a contact center or delivering member services (call-center preferred)
• Customer-focused, good at solving problems, able to work with others or on their own, and able to follow up on things and do more than one thing at a time.
• 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: Part-Time.

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