Call Agent Supervisor
9 months ago
Position: Call Agent Supervisor
Job Summary: The Call Agent Supervisor at our aesthetic clinic plays a crucial role in providing exceptional customer service and ensuring the smooth operation of our call center. As the supervisor, you will lead a team of call agents, monitor call quality and performance, and ensure efficient scheduling and coordination of appointments. You will also be responsible for resolving customer inquiries and complaints, training and mentoring new call agents, and maintaining accurate records of call center activities.
**Responsibilities**:
Lead and supervise a team of call agents, ensuring their adherence to company policies, procedures, and performance standards.
Monitor and evaluate call agent performance, providing regular feedback, coaching, and guidance to optimize productivity and customer satisfaction.
Resolve customer inquiries and complaints promptly and professionally, striving to exceed their expectations.
Train and onboard new call agents, providing comprehensive product knowledge, call handling techniques, and customer service skills.
Develop and maintain training materials, standard operating procedures, and call scripts to ensure consistency and quality of customer interactions.
Schedule and coordinate appointments effectively, ensuring efficient utilization of resources and meeting service level targets.
Conduct regular team meetings and performance reviews to foster a positive work environment, address concerns, and recognize achievements.
Generate reports on call center metrics, such as call volume, average handling time, response rate, and customer satisfaction, to identify areas for improvement.
Collaborate with other departments, such as clinic operations and marketing, to ensure seamless communication and alignment of customer service goals.
Stay updated on the latest industry trends, procedures, and products related to aesthetic treatments and services.
Qualifications:
Previous experience in a supervisory or team lead role within a call center or customer service environment is required.
Excellent communication and interpersonal skills, with the ability to effectively train, motivate, and manage a team Arabic and English is mandatory,
Strong problem-solving skills, with the ability to handle customer inquiries and complaints with empathy and professionalism.
Proficiency in using call center software and CRM systems to manage call queues, track performance, and generate reports.
Sound knowledge of aesthetic clinic procedures, treatments, and services is preferred, although training will be provided.
Ability to multitask and work under pressure in a fast-paced environment, while maintaining attention to detail and meeting deadlines.
Flexibility to work evenings, weekends, and occasional overtime as required by the operational needs of the clinic.
High level of professionalism, integrity, and commitment to delivering exceptional customer service.
Ability to commute/relocate:
- Dubai: Reliably commute or planning to relocate before starting work (required)
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