Contact Center Supervisor

1 week ago


Dubai, Dubai, United Arab Emirates Ontime Group Full time
Job Summary

The Center Operations Executive is a key member of the Ontime Group team, responsible for the daily running and management of the center through the effective use of resources and for setting and meeting Contact Center targets as well as planning areas of improvement or development.

Key Responsibilities
  1. Center Management: Manage the daily running of the center, including sourcing equipment, effective resource planning and implementing Contact Center strategies and operations.
  2. Performance Management: Carry out needs assessments, performance reviews and cost/benefit analyses to ensure the center is operating efficiently.
  3. Target Setting: Set and meet performance targets for speed, efficiency, sales and quality, ensuring the center is meeting its objectives.
  4. Communication: Ensure all relevant communications, records and data are updated and recorded, maintaining accurate and up-to-date information.
  5. Client Engagement: Advise clients on products and services available, providing expert guidance and support.
  6. Collaboration: Liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues, fostering strong relationships and effective communication.
  7. Reporting: Prepare the required reports weekly, monthly, quarterly, and yearly, providing valuable insights and analysis.
  8. Industry Knowledge: Maintain up-to-date knowledge of industry developments and involvement in networks, staying ahead of the curve and driving innovation.
  9. Quality Assurance: Monitor random calls to improve quality, minimize errors and track operative performance, ensuring the highest standards are met.
  10. Staff Management: Coordinate staff recruitment, liaising with the Recruitment Officer, and review the performance of staff, conducting regular individual coaching sessions and identifying training needs.
  11. Performance Analysis: Generate Vocalcomm reports for the purpose of call center performance analysis and operational service delivery improvement, recording statistics, user rates and performance levels.
  12. Customer Service: Handle the most complex customer complaints or enquiries, providing exceptional service and support.
  13. Staffing: Organize staffing, including shift patterns and the number of staff required to meet demand, ensuring the center is adequately resourced.
  14. Staff Development: Coach, motivate and retain staff, coordinating bonus, reward and incentive schemes to drive performance and engagement.
  15. Forecasting: Forecast and analyze data against budget figures on a weekly and/or monthly basis, ensuring the center is on track to meet its objectives.
Requirements
  • Education: Graduate of any four-year course.
  • Experience: 3-5 years' experience working in the customer-service industry, with 2-3 years Contact Center supervisory work experience.
  • Skills: Knowledgeable in Microsoft Office applications, highly adaptable to changes, ability to generate Vocalcomm system reports and maximize system usage, advanced problem-solving and decision-making skills, excellent customer service and customer management skills.


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