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Contact Centre Supervisor

4 months ago

dubai, United Arab Emirates Ikea Dubai Full time
The job posting is outdated and position may be filled
Responsibilities:• Transport management system should be monitored and customers contacted when delays are expected or when customers have requested a call back• Monitor and evaluate the overall support centre performance and provide action plans and performance targets• Secure that the department works ethically and in compliance with internal procedures and H&S routines (sec check) Regular checks to ensure the EC is safe at all times• Resolve all customer issues that cannot be solved by the agents. Escalation matrix is followed and updated• Plan for future expected inbound call volumes and co –worker requirements to ensure the service levels are met• Actively contribute to the creation of the country business plan and be accountable for the Customer Support Centre action plan• Support in creating an inspiring and motivating work environment and atmosphere where co-workers have access to the information they need with user-friendly tools.• Work towards achieving first call resolution and thereby reducing repeat visits• Compile KPI’s and discuss benchmarks with store teams to ensure dissatisfaction is reduced• Manage and control all costs related to the customer support centre• Co-worker empowerment to take reach a decision without delay• Conduct Regular follow up and take action to ensure that the business plan goals remain on track• Calls are listened to and additional training/disciplinary action taken to improve the communication and resolution• Monitor and feedback on working methods, productivity and quality on team and individual level• Responsible for arranging schedules and workloads to ensure correct coverage at all times.• Ensure that all customer emails and social media complaints are followed up and resolved within 24 hours of being received• Compensatory matrix is implemented and improvements are discussed with the support centre manager• Empower and coach co-workers through knowledge, confidence, trust and motivation so they are always ready to support customers in the best way possible Disclaimer: Drjobs.ae
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