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Call Center Supervisor

2 weeks ago

Dubai, Dubai, United Arab Emirates Nathan & Nathan Full time

Our client is a regional market leader, specializing in the distribution of quality and reliable aftermarket automotive spares in the UAE, Qatar, MENA, and CIS region. They deal with the distribution of auto parts, batteries, and lubricants products.

We are seeking a Call Center Operation Supervisor . The Operations Supervisor oversees the daily operations of the Call Center and coordinates with a team of four call center agents and 14-20 bikers to ensure smooth service delivery. They are responsible for ensuring that all inbound calls are successfully converted into sales, managing shift schedules, monitoring performance, and addressing any operational challenges.

Location: Dubai

Driving License: Mandatory

Experience: 3+ years

Salary Range: AED

Industry: Automobile

Key Accountabilities / Responsibilities

Call Center Management:

  1. Supervise a team of four call center agents , ensuring efficient call handling and excellent customer service.
  2. Monitor call quality, sales conversion rates, and customer satisfaction to maintain high performance standards.
  3. Ensure prompt resolution of customer inquiries and service requests.
  4. Serve as the main point of contact for call center agents regarding operational issues.
  5. Prepare daily and weekly reports on call center performance and sales conversions.

Biker Operations & Supervision:

  1. Oversee 14-20 bikers , ensuring they promptly respond to leads provided by call center agents.
  2. Assign and monitor biker territories to maximize operational efficiency.
  3. Ensure bikers adhere to company service protocols and maintain high-quality customer service.
  4. Track biker performance, including sales closures and Google ratings .
  5. Identify and escalate any technical or operational issues to the Admin Department or Garage Supervisor .

Scheduling & Shift Management:

  1. Manage call center shift schedules to ensure smooth daily operations.
  2. Create and oversee biker shift schedules , ensuring proper coverage at all times.
  3. Adjust schedules as needed based on business demand and operational requirements .

Sales & Performance Monitoring:

  1. Ensure all inbound calls lead to successful sales conversions .
  2. Collaborate with the team to optimize sales strategies and improve conversion rates.
  3. Analyze sales data and trends , providing insights for continuous improvement.

Communication & Coordination:

  1. Act as the primary point of contact (POC) for both call center agents and bikers .
  2. Facilitate smooth communication between departments, including Admin and Garage Supervisor .
  3. Address and resolve any disputes or issues involving customers, call center agents, and bikers .
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