Contact Center Supervisor

3 weeks ago


Cairo, Egypt nestle egypt Full time

Responsiblity:

  • Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
  • Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
  • Answering agent questions regarding best practices or difficult calls.
  • Identifying operational issues and suggesting possible improvements.
  • Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
  • Preparing reports and analyzing data to assist management as they determine call center goals.
  • Working with other supervisors and management team members to support agents and maximize customer satisfaction.

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