Call Center Supervisor

1 week ago

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 follow-ups to BA (reservation follow-ups, 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, after-sales 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, head-office, 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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