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Call Center Supervisor
1 week ago
Job Title:
Supervisor/Lead Brand Ambassador
Department:
Client Relation Centre (CRC)
Reporting Directly to:
Account Manager
Main objectives of the position:
To supervise and lead a team of 12 Agents/Brand Ambassadors to ensure consistent high quality service.
Responsibilities:
- Develop monthly shift schedule and ensure proper allocation of resources according to projected activities.
- Keep track of attendance, daily statistics, paid time off, sick time, etc.
- Manage by walking around. Be visible to answer questions.
- Handle escalated calls and be available when agents appear to need assistance.
- Handle inbound and outbound requests in case of overflow.
- Allocate daily tasks and followups to BA (reservation followups, brand feedback, complaint investigative tasks etc.)
- Develop contests, awards, and themes that increase agents' loyalty and focus.
- Coordinate with IT for maintenance requests and troubleshooting of minor IT issues.
- Produce performance and productivity reviews and lead individual feedback sessions with BA aimed at continuous improvement.
- Implement briefs, processes and policies as provided by the account manager. Ensure understanding and adherence by the CRC team.
- Support in recruitment and training of new staff
- Help the development and improvement of the Brand ambassadors.
- Lead individual and group coaching sessions on various topics including product knowledge, aftersales services, complaint handling, brand policies etc.
- Assist in the development of supporting tools (product sheers, activity sheets etc.)
- Weekly team meeting with Bas to review past week's events, disseminate information.
- May be required to carry out additional responsibilities from time to time according to the needs of the business.
- Discuss interest topics for the agents and answer questions and comments.
- Provide guidance and support to Brand Ambassadors on handling and investigating client complaints (with boutique, authorized dealers, other markets, workshops, headoffice, logistics team, etc.)
- Support the Account Manager in improving the processes and enhancing client experience.
- Maybe required to carry out additional responsibilities from time to time according to the needs of the business.
Educational Qualifications:
University or College Degree
Professional Qualifications: 5 years' experience in customer service and / or call center as supervisor/team leader
Background in the timepiece and jewelry industry and in luxury retail / and or luxury hospitality (is a plus)
Competencies required:
- Excellent English / Arabic language skills (written and oral)
- Proactive
- Computer and telephone skills
- Attentive to detail
- Team spirit
- Highly active listening skills
- Empathy/stress resistant/patience/crisis management
Experience:
Customer Service: 5 years (required)
- Supervisor: 2 years (required)
Language:
- Arabic (required)
- English (required)
Ability to Commute:
- Dubai (required)
Ability to Relocate:
- Dubai: Relocate before starting work (required)
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