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Call Center Supervisor

3 months ago

Dubai, Dubai, United Arab Emirates Zieda Aesthetic Clinic & Beauty Lounge Full time
Manages and oversees a team of call centre agents.

  • Creates targets and goals for improvement.
  • Measures KPI's like inbound calls, call waiting, and call abandonment.
  • Improves quality of results by recommending changes.
  • Anticipate escalation and take over calls when needed
  • Devise ways to optimize procedures and keep staff motivated
  • Measure performance with key metrics such as call abandonment, calls waiting etc.
  • Ensure adherence to policies for attendance, established procedures etc.
  • Keep management informed on issues and problems
  • Prepare monthly/annual results and performance reports

Requirements and skills

  • Proven experience as call centre supervisor or similar supervisory position
  • Experience in customer service is essential
  • Proficient in English; Good knowledge of additional languages will be a definite plus
  • Working knowledge of MS Office
- knowledge of telephone equipment and relevant computer programs

  • Knowledge of performance evaluation procedures
  • Outstanding communication and negotiation abilities
  • A resultsoriented approach
  • Excellent organizational and leadership skills
  • Ability to work under pressure
  • Degree
  • Any specialization
  • Arabic speaker/ Russian Speaker

Salary:
From AED6,000.00 per month

Application Deadline: 19/02/2024