Supervisory Leadership Role

3 weeks ago


Dubai, Dubai, United Arab Emirates Webhelp Full time
Job Summary

We are seeking a highly skilled and experienced Supervisor to join our team at Webhelp. As a key member of our management team, you will be responsible for leading a team of agents and ensuring the smooth operation of our customer service operations.

Key Responsibilities
  • Team Performance Management: Monitor and report on team performance, identifying areas for improvement and implementing strategies to enhance productivity and efficiency.
  • Agent Development: Provide regular feedback and coaching to agents, helping them to develop their skills and achieve their full potential.
  • Training and Development: Oversee the training and development of agents, ensuring they have the necessary skills and knowledge to perform their roles effectively.
  • Recruitment and Selection: Participate in the recruitment process, working closely with the HR department to identify and select top talent.
  • Shift Management: Organize and optimize shift patterns to ensure adequate coverage and minimize downtime.
  • Process Improvement: Ensure that all processes and procedures are up to date and adhered to, identifying areas for improvement and implementing changes as necessary.
  • Customer Service: Provide exceptional customer service, responding to customer inquiries and resolving issues in a timely and professional manner.
  • Sales and Revenue Growth: Guide agents on selling techniques and strategies to drive sales and revenue growth.
  • Knowledge Management: Maintain knowledge and expertise associated with applications specific to individual customers.
Requirements
  • Language Skills: Bilingual or proficient in German and advanced level of English.
  • Communication Skills: Excellent communication and interpersonal skills, with the ability to work effectively with stakeholders and team members.
  • Experience: Previous experience in a supervisory or management role, preferably in a customer service or sales environment.
  • Skills: Project management skills, IT knowledge, business acumen, and commercial drive.
  • Personal Qualities: Ability to work in a fast-paced environment, adapt to change, and maintain a high level of customer care orientation.

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