Call Center Supervisor.call Center

2 weeks ago

مصر, Egypt Etisalat Egypt Full time

**Call Center Supervisor.Call Center**
**-**
**(**
**2300008R**
**)**

**Description**

**Job Purpose**

To supervise and develop staff in accordance with company policies and procedures to reach international standards of customer service while attaining the highest level of work efficiency and creating healthy work environment encouraging team work & loyalty.

**Report To Position Name**

Send the weekly NS report to NS Manager which contains the NS floor rotation, balance dispute (offered and handled),SL result concerning the handled Queues and any kind of outage during the previous week for proper action and decisions.Perform “system coordinator” role by reporting and escalating any kind of outage to concerned parties for immediate action.Distribute contact center teams’ tasks according to the predefined and agreed on plan and control daily work flow to ensure achieving the agreed on targets compiling with company goals.Take proper discipline action whenever required and as per the documented processes, policies, & procedures in order to maintain fairness and consistency.Responsible for all contact center generated reports (ACD, Quality Assurance, Customer Satisfaction, KPIs etc) to be submitted accurately & regularly on time (daily, weekly, monthly & annual reports).Motivate and develops team members through assessing their training needs, encouraging & rewarding them which results in employees’ satisfaction & loyalty to the company.Conducts and analyze the performance appraisals of the team members (three months probation period appraisal, & annual performance appraisal) with clear explanation & fair implementation to ensure consistency among different teams.Handle effectively difficult customers by providing guidance, alternatives, empowerment and solutions within the agreed on SLA in order to ensure the highest customer satisfaction level.Provide the manager with relevant feedback on problem incidence including immediate alerting in case of serious issues.Attend strategic UAT's before commercial launch and send the requirements and/or required amendments to product owner/project manager in order to guarantee smooth launch and operation.Proceed with all kinds of exceptions which are within the company’s processes, policies, and procedures to reach the highest customer satisfaction and FCR target.Maintain the required knowledge level of the company’s products, services, & solutions to ensure assisting the staff properly whenever required as to guarantee achieving the required results.Follows and monitors the agreed on guidelines, policies, processes, & procedures to ensure maintaining the customer’s data confidentiality and accuracy of duties performed by the team.Take corrective actions and prepare contingency plan whenever problems arise to ensure achieving the predefined objectives in the contact center business plan.Recognize, document, alert, and recommend process improvements to concerned parties with trends of customers’ calls (inquires/complaints/requests) in order to take corrective actions which will facilitate the contact center workflow, reduce cost, and delight the customers.Perform Floor Supervisor duties and responsibilities, “maintain discipline by ensuring that breaks are adhered, attendance, floor discipline, system outages, MBWA, short term action plans and corrective actions to achieve the SL target.etc”.Monitor random calls to improve operation quality and minimize errors that affect the customer satisfaction and seek opportunities for process improvement.Ensure that team results and predefined objectives are on track and manage team conflicts properly so that problems are resolved constructivelyCustomer Centricity Ensures those teams members create a positive internal customer experience and related touch points. Innovation Collaborate with team members to enhance existing workflows / systems and help them to develop new innovative processes and propositions/products/services. Operational Excellence Encourages others to take responsibility—Provides encouragement and support to others in accepting responsibility and high quality efficient delivery. People Management Delegates work appropriately and fairly among team’s member and sets and coach team members for appropriate standards of behavior.

**Qualifications**

**QUALIFICATIONS_ESSENTIAL**

University Degree is a must. Good in Arabic & English (Reading, Writing & Oral) & very good computer skills.

**QUALIFICATIONS_DESIRABLE**

Possess strong team leadership, motivational, and coaching skills. Analytical thinking, decision making & problem solving skills. Efficient reporting, planning & organizing skills Very good communication skills. Very good negotiation skills. Very Good leadership skills. Very Good presentation skills. Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands. Dependability; to follow instructions as well as take responsib

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