Contact Centre Supervisor
1 month ago
Make a difference every day
The Job Opportunity
Since 1947, Serco Middle East has been supporting governments to deliver public services across various sectors (Transport, Healthcare, Citizen Services and Defence), enabling transformation and ensuring the delivery of world class services. We are extremely proud of our partnerships with government and semi-government entities and what we continue to achieve together.
To support Serco’s continuous delivery of world class services, our team is looking for a Contact Centre Supervisor who will supervise, develop and lead a team of Contact Centre team leaders and agents, to achieve and exceed customer, client, department, and company objectives.
Required to provide on-going performance monitoring and implement strategies for addressing Customer Service performance issues. Additionally, to help in implementing and reviewing the procedures and policies of the department. The end goal is to serve the customers well by delivering a high standard, efficient customer service and to represent the organization in the possible best way.
In the Middle East, we employ more than 5,500 people across four countries including the United Arab Emirates, the Kingdom of Saudi Arabia, Qatar and Iraq. Our employees remain our greatest asset.
Key accountabilities Ensure efficient and continuous services are available to the client sites 24/7. Ensure that Key Performance Indicators (KPIs) as per Service Level Agreements (SLAs) of each project set up in the Computerised Aided Facilities Management (CAFM) system are not breached Implement site specific customer relations service delivery systems Resolve escalated and complex customer issues escalate / notify the manager when required Utilizing the CAFM system and/or a Case Management system to maximize efficiency Supervise the Contact Centre Operators and receive calls and log information accurately. Design the roster to ensure the team cover the workload required 24/7.
Specific requirements Minimum 5 years in in similar role and 2 years minimum in a supervisory/similar role Domain knowledge is a preference Good Technical skills (MS office - Power point, Excel & Word) 2 years’ experience in preparing performance reports 1 year Crystal reporting experience is essential English spoken and written is essential Arabic is preferred but not essential Knowledge of the property and facility management Technical knowledge of building services operations Have understanding in the principles of Quality Assurance and working procedures Have an understanding and experience of using computerised logging systems Ideally experience in use of CAFM system Degree holder in business administration or related discipline.
Working with Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play.
We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.
Join Us
By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), and SercoUnlimited (Disability). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.
We take pride in what we do
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