Assistant Call Center Supervisor

1 day ago


Abu Dhabi, United Arab Emirates Institution College Full time

Position’s Mission:
The Assistant Call Center Supervisor assists the Call Center Supervisor in developing an integrated Call Center plan and organizing & directing the day-to-day activities related to the operation of the Contact Center and reception. The incumbent also assists the Call Center Supervisor in managing, training & guiding receptionist and Contact center agents in performing their duties.

Roles and Responsibilities:

- Assist the Call Center Supervisor in aligning the contact center business processes with the College’s strategic goals
- Assist the Call Center Supervisor in ensuring compliance to all relevant quality, health, safety, and environmental ISO standards
- Support the Call Center Supervisor in conducting the overall performance analysis for all aspects of contact center operations including data analysis; agents’ and customers’ feedback analysis and review the performance of staff
- Assist the Call Center Supervisor in meeting the performance targets for speed, efficiency, inbound and outbound calls; monitor random calls to improve quality, minimize errors, and track operative performance
- Prepare contact center performance reports by collecting, analyzing, and summarizing data and trends
- Implement process and/or operational improvements to enhance efficiency and effectiveness of operations assist the Call Center Supervisor in preparing department resourcing plan and the required budget
- Support the team members in building and improving the capabilities to meet business objectives through various coaching, mentoring, and training activities
- Encourage employees to participate in the available training and development
- Attend educational workshops; review professional publications; establish personal networks; benchmark college/universities practices
- Assist the Call Center Supervisor in developing contact center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations
- Handle complex customer complaints or inquiries; advise students on programs and services available and ensures all relevant communications, records, and data are updated and recorded
- Explore opportunities to add value to job accomplishments
Assist the Call Center Supervisor in ensuring that agents are up-to-date with regard to services, events, and campaigns and conduct knowledge tests on a monthly basis
- Assist the Call Center Supervisor in providing support to the team members in developing their skills and competencies required for the department
Academic Qualifications:
A Diploma is essential
Bachelor’s degree from an accredited College / University is preferable

Experience Qualifications:
3-5years of work experience in a similar position.

Knowledge and Skills
- Good interpersonal skills.
- Problem analysis and solving.
- Negotiation and persuasion skills.
- High level of proficiency in English and Arabic.
- Must be accurate and pay close attention to detail.
- Good communication skills and professional personal presentation.
- Business Awareness to maximize relevant business opportunities and generate sound commercial and social returns.
- Strong knowledge of consumer service practices and principles, which increase the level of satisfaction of customers and build strong partnerships with them.
- Ability to work as part of a team in a multi-cultural environment and to cope with pressure in a positive manner while working to deadlines within a busy and demanding environment.

**Job Types**: Full-time, Permanent

**Salary**: AED4,000.00 - AED5,000.00 per month



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