Call Center Supervisor

1 week ago


Dubai, Dubai, United Arab Emirates CRM Middle East Full time

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)
Application Deadline: 07/03/2024

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